TY  - BOOK
AU  - Lloyd,Vernon
AU  - Wheeldon,David
AU  - Lacy,Shirley
AU  - Hanna,Ashley
TI  - ITIL continual service improvement
T2  - ITIL
SN  - 011331308X
AV  - HD9696.67.A2* 
U1  - 004.0688 23
PY  - 2011///
CY  - London
PB  - TSO
KW  - Information technology
KW  - Management
KW  - Business enterprises
KW  - Support services (Management)
N1  - Includes index; Introduction -- Service management as a practice -- Continual service improvement principles -- Continual service improvement processes -- Continual service improvement methods and techniques -- Organizing for continual service improvement -- Technology considerations -- Implementing continual service improvement -- Challenges, risks and critical success factors
N2  - "Even with a successful service operation in place, there is still a need to consider improvements at every opportunity. This book focuses on the process elements involved in identifying and introducing a cycle of service management improvements. It provides structure for your approach to assessing and measuring services and helps you to avoid short-term fixes in favour of a continual service improvement in quality that truly benefits your business customers."--Publisher description
ER  -