| Document Type
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BL
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| Record Number
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1032441
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| Doc. No
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b786811
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| Title & Author
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Quality management for IT services : : perspectives on business and process performance /\ [edited by] Claus-Peter Praeg, Dieter Spath.
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| Publication Statement
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Hershey, PA :: Business Science Reference,, ©2011.
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| Page. NO
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xiv, 332 pages :: illustrations ;; 29 cm
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| ISBN
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1616928891
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: 1616928913
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: 9781616928896
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: 9781616928919
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| Notes
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"Premier reference source"--Cover.
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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Ch. 1. IT service quality management: assumptions, frameworks and effects on business performance -- Ch. 2. e-service quality: literature review and future avenues of research -- Ch. 3. Methods for service quality assurance -- Ch. 4. Quality management for IT services: IBM implementation of quality management -- Ch. 5. Comparison and integration of IT governance frameworks to support IT management -- Ch. 6. Quality-oriented IT service management: a theoretical approach towards high-quality IT services -- Ch. 7. Collaborative modeling of ITIL service management processes -- Ch. 8. Continual process improvement based on ITIL and process mining -- Ch. 9. Process assessment as a means to improve quality in IT services -- Ch. 10. Quality management of corporate data assets -- Ch. 11. Quality of cloud services -- Ch. 12. Focused improvements of IT service processes in a complex environment -- Ch. 13. Application management: provide service quality from a business perspective -- Ch. 14. Economic aspects of quality of service for Internet based IT services -- Ch. 15. Alignment of perceptions in information technology service quality -- Ch. 16. Framework for IT service value engineering: managing value and IT service quality.
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| Abstract
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"This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher.
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| Subject
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Information technology-- Management.
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| Subject
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Information technology-- Quality control.
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| Subject
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Information technology-- Management.
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| Subject
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Informationstechnik
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Informationsteknik-- kvalitetskontroll.
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| Subject
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Informationsteknik-- ledning och organisation.
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| Subject
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Prozessmanagement
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| Subject
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Qualitätskontrolle
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| Subject
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Qualitätsmanagement
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| Dewey Classification
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004.068/4
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| LC Classification
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HD30.2.Q35 2011
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| Added Entry
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Praeg, Claus-Peter,1973-
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Spath, Dieter.
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