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« donna knapp »

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  • The ITSM Process Design Guide

    Developing, Reengineering, and Improving IT Service Management

    par Donna Knapp ...
    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, ... En savoir plus

    $64.99 CAD ou Gratuit avec Kobo Plus

  • The ITSM Process Design Guide

    Developing, Reengineering, and Improving IT Service Management

    par Donna Knapp ...
    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, ... En savoir plus

    $39.99 CAD

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  • Scrum Narrative and PSM Exam Guide

    par Mohammed Musthafa Soukath Ali ...
    Scrum continues to prove as an effective newer way of working. This new way is rapidly making into many organizations, in particular the software development divisions due to the transformation results it delivers. The authentic source to know about Scrum and the approved body of knowledge on Scrum is "The Scrum Guide™" authored by Jeff Sutherland and Ken Schwaber. The 16 page guide is too dense ... En savoir plus

    $13.99 CAD ou Gratuit avec Kobo Plus

  • Agile and Lean Program Management

    Scaling Collaboration Across the Organization

    par Johanna Rothman ...
    Scale collaboration, not process.If you’re trying to use agile and lean at the program level, you’ve heard of several approaches, all about scaling processes. If you duplicate what one team does for several teams, you get bloat, not delivery. Instead of scaling the process, scale everyone's collaboration.With autonomy, collaboration, and exploration, teams and program level people can decide how ... En savoir plus

    $48.08 CAD ou Gratuit avec Kobo Plus

  • Value-Driven Business Process Management: The Value-Switch for Lasting Competitive Advantage

    par Peter Franz, Mathias Kirchmer ...
    Seize the competitive advantage with BPM at the heart of your strategyValue-Driven Business Process Management provides the rationale and methods for using business Process Management (BPM) to gain clarity on how your business operates and develop the ability to put new ideas into action quickly. You learn how to redirect your focus from a "method-and-tool" view of BPM to a more broadly informed ... En savoir plus

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  • Control Your ERP Destiny: Reduce Project Costs, Mitigate Risks, and Design Better Business Solutions

    par Steven Scott Phillips ...
    The history of implementing ERP systems has shown that leaving the fate of your Enterprise Resource Planning project in the hands of software consultants and vendors may only create a false sense of security. Regardless of all the right intentions, software consultants are not all-knowing, have a limited ability to control the keys to project success, and are often the beneficiaries of cost ... En savoir plus

    $14.00 CAD ou Gratuit avec Kobo Plus

  • The Pocket Idiot's Guide to Six Sigma

    par Anthony Weeks, Marsha Shapiro ...
    Quality improvement just got better.Six Sigma is a corporate quality improvement system that uses sophisticated data collection and statistical analysis to eliminate defects in any process. Aimed at employees—rather than managers—this guide quickly and easily explains everything employees need to know about Six Sigma, including what it is and what it can accomplish, why companies are implementing ... En savoir plus

    $11.99 CAD

  • What Is BPM?

    par Marvin Wurtzel ...
    PRACTICAL COVERAGE OF BUSINESS PROCESS MANAGEMENT FUNDAMENTALSThis concise, easy-to-understand guide provides a straightforward introduction to the tools and techniques required to implement business process management (BPM), and how it can benefit any organization. Written by an instructor at the BPM Institute, What Is BPM? explains the management strategies, integrated methodologies, and ... En savoir plus

    $15.89 CAD

  • Organizing Itsm

    Transitioning the It Organization from Silos to Services with Practical Organizational Change

    par Randy A. Steinberg ...
    Organizational change for IT people! The first book of its kind written specifically for IT service management practitioners and executives. Most IT organizational structures are falling out of date with the shifts created by the introduction of new technologies, expanding services, pace of business change, and the overall trend of lifting IT up and out of the traditional data center and into the ... En savoir plus

    $6.99 CAD

  • PMI-ACP Project Management Institute Agile Certified Practitioner Exam Study Guide

    par J. Ashley Hunt ...
    The ultimate study package for the new PMI-ACP examThe PMI-ACP Project Management Institute Agile Certified Practitioner Exam Study Guide is an all-in-one package for comprehensive exam preparation. This up-to-date guide is fully aligned with the latest version of the exam, featuring coverage of 100 percent of the exam domains. Expanded coverage of AGILE includes the basic principles, value-driven ... En savoir plus

    $54.99 CAD

  • Effective Customer Success Execution

    A Customer Centric Approach to Creating a Customer for Life

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    “Customer experience,” or CX, has become a hot topic in the past decade. This guide will show you how to build a world-class customer experience model that delivers a results-driven approach that ensures a consistent, repeatable, and quality customer experience for your clients over the long term. As an executive with 30 years’ corporate experience and 20 years in high tech, I have helped dozens ... En savoir plus

    $13.73 CAD ou Gratuit avec Kobo Plus

  • Definitive Guide to Social CRM, The

    Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profits

    par Barton Goldenberg ...
    Make Social CRM work! This book presents the first proven framework and step-by-step methodology for driving maximum value from Social CRM throughout sales, marketing, customer service, and beyond.Barton Goldenberg,the field’s #1 expert, offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization. You’ll learn how to integrate people, process ... En savoir plus

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