Achieving Iso/Iec 20000 by Shirley Lacy

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Author
Shirley Lacy
Publisher
Date of release
Pages
0
ISBN
9780580474606
Binding
Illustrations
Format
PDF, EPUB, MOBI, TXT, DOC
Rating
4
70

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Book review

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.


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