Making Metrics Work (Achieving ISO/IEC 20000)
Released: Dec 31, 2006
Format: Paperback, 99 pages
Description:
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.
Best prices to buy, sell, or rent ISBN 9780580474606
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