portada The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management (en Inglés)

The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management (en Inglés)

Formato

Libro Físico

Autor

Donna Knapp

Editorial

J. Ross Publishing

Año

2010

Idioma

Inglés

N° páginas

248

Encuadernación

Tapa Blanda

Dimensiones

22.6x15.2x1.5 cm

Peso

0.34 kg.

ISBN

1604270497

ISBN13

9781604270495

Categorías

Gestión de proyectos
Tecnología de la información: cuestiones generales
Ciencias de la computación

The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management (en Inglés)

Donna Knapp (Autor) · J. Ross Publishing · Tapa Blanda

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Reseña del libro "The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management (en Inglés)"

The Definitive Source for Certified Process Design Engineers IT organizations increasingly recognize the need to design, re-design, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library (ITIL ), Control Objectives for IT (COBIT ), Microsoft Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide: Developing, Reengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. While other books may touch on process design methods and techniques, there is no other publication dedicated specifically to developing, re-engineering and improving ITSM processes.This guide is also the definitive reference source for the Certified Process Design Engineer (CPDE ) qualification. The CPDE qualification imparts and validates knowledge of best practices in the assessment, design, integration, implementation, and management of ITSM processes. It recognizes the value of having a qualified CPDE within an organization and has been endorsed by The APM Group (ITIL's official accreditor) as a complementary qualification for the ITIL Qualification Scheme.