TY  - BOOK
AU  - Wheatcroft, Peter
TI  - Interworld
SN  - 1902505824
AV  - HD 30.2 .W44 2007 
PY  - 2007///
CY  - Swindon, U.K.
PB  - BCS Publishing
KW  - INFORMATION TECHNOLOGY -- MANAGEMENT
N1  - Includes bibliographical references and index; 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
N2  - 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
ER  -