Description: The ITSM Process Design Guide by Donna Knapp Estimated delivery 3-12 business days Format Paperback Condition Brand New Description Provides detailed guidance on assessing, designing, measuring, and integrating IT service management (ITSM) processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. Publisher Description The Definitive Source for Certified Process Design Engineers. IT organizations increasingly recognize the need to design, re-design, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library (ITIL ), Control Objectives for IT (COBIT ), Microsoft Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide: Developing, Reengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model. While other books may touch on process design methods and techniques, there is no other publication dedicated specifically to developing, re-engineering and improving ITSM processes. This guide is also the definitive reference source for the Certified Process Design Engineer (CPDE ) qualification. The CPDE qualification imparts and validates knowledge of best practices in the assessment, design, integration, implementation, and management of ITSM processes. It recognizes the value of having a qualified CPDE within an organization and has been endorsed by The APM Group (ITILs official accreditor) as a complementary qualification for the ITIL Qualification Scheme. Author Biography Donna Knapp is a Certified Process Design Engineer (CPDE)® with over 25 years of experience in the IT industry. Donna holds multiple ITSM certifications including: ITIL Expert, ITIL® Service Manager, and various ITIL® Intermediate and Capability certifications. Donna was one of the first globally to achieve the ITIL Expert and Certified Process Design Engineer (CPDE)® certifications. She also holds the ISO/IEC 20000 Foundation and Consultant Certificates, and the Microsoft® Operations Framework (MOF) Foundation Certificate. Donna serves as ITSM Academys Curriculum Development Manager, sits on the ITIL® V3 International Examination Panel, and is the author of two textbooks: A Guide to Service Desk Concepts, Third Edition and A Guide to Customer Service Skills for the Service Desk Professional, Third Edition. She is also the author of the highly successful seminar ""Achieving High Customer Satisfaction: Customer Service Skills for the Service Desk Professional."" Donnas background includes working as a practitioner, consultant, and trainer, and she brings to every engagement her practical experience and knowledge of ITSM topics. She is known as an entertaining, informative and sought-after speaker and seeks to promote the processes and best practices required to deliver high-quality customer support and IT services. Details ISBN 1604270497 ISBN-13 9781604270495 Title The ITSM Process Design Guide Author Donna Knapp Format Paperback Year 2010 Pages 248 Publisher J Ross Publishing GE_Item_ID:136549038; About Us Grand Eagle Retail is the ideal place for all your shopping needs! With fast shipping, low prices, friendly service and over 1,000,000 in stock items - you're bound to find what you want, at a price you'll love! Shipping & Delivery Times Shipping is FREE to any address in USA. Please view eBay estimated delivery times at the top of the listing. Deliveries are made by either USPS or Courier. We are unable to deliver faster than stated. International deliveries will take 1-6 weeks. NOTE: We are unable to offer combined shipping for multiple items purchased. This is because our items are shipped from different locations. Returns If you wish to return an item, please consult our Returns Policy as below: Please contact Customer Services and request "Return Authorisation" before you send your item back to us. Unauthorised returns will not be accepted. Returns must be postmarked within 4 business days of authorisation and must be in resellable condition. Returns are shipped at the customer's risk. We cannot take responsibility for items which are lost or damaged in transit. For purchases where a shipping charge was paid, there will be no refund of the original shipping charge. Additional Questions If you have any questions please feel free to Contact Us. Categories Baby Books Electronics Fashion Games Health & Beauty Home, Garden & Pets Movies Music Sports & Outdoors Toys
Price: 92.18 USD
Location: Fairfield, Ohio
End Time: 2024-11-23T04:35:39.000Z
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Restocking Fee: No
Return shipping will be paid by: Buyer
All returns accepted: Returns Accepted
Item must be returned within: 30 Days
Refund will be given as: Money Back
ISBN-13: 9781604270495
Book Title: The ITSM Process Design Guide
Number of Pages: 248 Pages
Publication Name: Itsm Process Design Guide : Developing, Reengineering, and Improving It Service Management
Language: English
Publisher: Ross Publishing, Incorporated, J.
Subject: Industries / Computers & Information Technology, Project Management, Computer Science, Information Management, Information Technology, Organizational Development
Item Height: 0.5 in
Publication Year: 2010
Type: Textbook
Item Weight: 12.3 Oz
Item Length: 9 in
Author: Donna Knapp
Subject Area: Computers, Business & Economics
Item Width: 6 in
Format: Trade Paperback
