References

Note that the author used the American National Standards Institute (ANSI) versions of the ISO standards when authoring this publication.

Aguayo, Rafael (1990). Dr Deming: The American Who Taught the Japanese about Quality. Simon & Schuster, New York.

Cabinet Office (2011). ITIL Continual Service Improvement. The Stationery Office, London.

Cabinet Office (2011). ITIL Service Design. The Stationery Office, London.

Cabinet Office (2011). ITIL Service Operation. The Stationery Office, London.

Cabinet Office (2011). ITIL Service Strategy. The Stationery Office, London.

Cabinet Office (2011). ITIL Service Transition. The Stationery Office, London.

Cabinet Office (2011). Managing Successful Programmes. The Stationery Office, London.

ISO/IEC 20000-1:2011, Part 1 – Service management system requirements.

ISO/IEC TR 20000-5:2010, Part 5 – Exemplar implementation plan for ISO/IEC 20000-1.

ISO/IEC 15504-5:2012 – Information technology – Process assessment – Part 5: An exemplar software life cycle process assessment model.

Kaplan, R.S. and Norton, D.P. (1992). The balanced scorecard: measures that drive performance. Harvard Business Review Jan–Feb, pp.71–80.

Miller, F. Ray and Miller, Laura E. (2007). That’s Customer Focus! The Training Bank, Toronto.

Netforcement (2005). Maximize Your Return on Investment. The Network and Management Security Agency Company, November 2005.

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