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This book gives a practical view of why metrics and service reports are so important to the delivery of an effective service and to service improvements. It describes the types, the design, target audiences and documentation of metrics used in the service reporting process, covered by the requirements of clauses 4 and 6.2 of ISO/IEC 20000-1, Plan-Do-Check-Act (PDCA) cycle and Service reporting. Useful tips, techniques and example metrics are included.

Informacija

Autorius: Jenny Dugmore
Leidėjas: The Institution of Engineering and Technology
Išleidimo metai: 2006
Knygos puslapių skaičius: 106
ISBN-13: 9780580474606
Formatas: 6.1 x 0.2 x 9.2 inches. Knyga minkštu viršeliu
Kalba: Anglų

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