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ISO/IEC 20000 Achieving ISO/IEC 20000 : Making metrics work (BIP 0032)
ISO/IEC 20000 Achieving ISO/IEC 20000 : Making metrics work (BIP 0032)
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Achieving ISO/IEC 20000 : Making metrics work (BIP 0032)
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Achieving ISO/IEC 20000 : Making metrics work (BIP 0032) |
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The role of the service reporting process within a standard are described within this book. Without this service management may not be effective, regardless of how close other processes are to the best practices and regardless of the skill levels of the support staff and managers. Planning and design of effective metrics and service reporting tools are focussed upon. Features, uses and common pitfalls of metric production are also identified and the roles metrics play in the management of interfaces as a whole. |
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