Service intelligence improving your bottom line with the power of IT service management - Taylor, Sharon 1956- (Pearson, 2011)
Includes bibliographical references (pages 126-127)
Keywords: Information technology -- Management; Computer service industry -- Management; Information resources management; Technologie de l'information; Gestion; Services informatiques; Gestion; Gestion de l'information; Computer service industry; Management; Information technology; Management; Informationstechnik; Dienstleistung; Management