Peter Brooks, itSMF - The IT Service Management Forum, Jan Van Bon, Tieneke Verheijen
This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process structure and many principles from the ITIL and ISO20000 (BS15000) as a basis.
This book considers the design and implementation of metrics in service organizations using industry standard frameworks. It uses the ITIL process str...
This introduction provides an easy-to-read document that explains the nature, content and aim of ISO 20000. It is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments.
This introduction provides an easy-to-read document that explains the nature, content and aim of ISO 20000. It is aimed at a broad range of practition...
