Wheatcroft, Peter <br/><br/>
World class IT service delivery / 
Peter Wheatcroft 
 - Swindon, U.K. :   BCS,  c2007. 
 - xviii, 162 pages :   illustrations ;   25 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>1 Defining world class -- 2 Service delivery -- 3 Developing the services value proposition -- 4 Quality management -- 5 Developing the business proposition -- 6 Redefining the role of the user -- 7 Governing service delivery -- 8 The end result. 
<br/><br/> This book is a distillation of best practices in IT service delivery and demonstrates the factors that enable organizations to achieve world class standards. The book is for IT managers, executives and consultants. It supports the ISEB Service Management Certificate and other IT service management courses. 
<br/><br/><label>ISBN: </label>1902505824 
<br/><br/><label>Subjects--Topical Terms: </label><br/>INFORMATION TECHNOLOGY -- MANAGEMENT.<br/>COMPUTER TECHNICAL SUPPORT.<br/>COMPUTER SERVICE INDUSTRY.
<br/><br/><label>LC Class. No.: </label>HD 30.2 .W44 2007