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[BIP PDF] BIP 0032:2006 Achieving ISO/IEC 20000: making metrics work

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Post time 2011-9-15 07:10:41 | Show all posts |Read mode

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[Offer PDF] Achieving ISO/IEC 20000: making metrics work
Dr. Jenny Dugmore,Shirley Lacy
2006
£ 26.00

                               
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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.

Contents of Achieving ISO 20000 include:
Introduction
Why do metrics matter?
Policy, process and accountability
What is a good report?
Types of metric
Target audience
Design guidelines
Documenting metrics
PDCA cycle and service reporting
Baselining and benchmarking
Techniques
Example ISO/IEC 200000 metrics and reports  
ISO/IEC 20000 requirements in summary  
Bibliography and further information
Books in the ‘Achieving ISO/IEC 20000’ series
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