Journal of Information Technology Teaching Cases (2011) 1, 22–39 & 2011 JITTC Palgrave Macmillan All rights reserved 2043-8869/11 palgrave-journals.com/jittc/ Teaching…

�Six Sigma for IT Management – A Pocket Guide Six Sigma for it management – a pocket guide About the ITSM Library the publications in the itSm Library cover best practice…

Exam : EX0-100 Title : ITIL Foundation Certificate in IT Service Management Ver : 08.01.06 EX0-100 QUESTION 1 The successful diagnosis of a problem results in a Known Error.…

Introduction This document is one of a number of self-assessments of important processes, enabling you to establish the extent to which your better practice guidance available…

Metrics How to implement metrics for IT service management 571 9.2 How to implement metrics for IT service management W e are often too busy to ask for directions. Implementing…

ITIL V3 Foundation Complete Certification Kit: 2009 Edition Study Guide Book and Online Course Foreword As an education and training organization within the IT Service Management…

1. Bridging the Gap between Service Provision and Customer ExpectationsSusan McKnightDirector, Libraries & Knowledge ResourcesNottingham Trent [email protected]…

ITIL® V3 : Release, Control & Validation Best Practices Foreword____________________________ As an education and training organization within the IT Service Management…

ITIL V3 Foundation Complete Certification Kit: 2009 Edition Study Guide Book and Online Course Foreword As an education and training organization within the IT Service Management…