BIBLIOGRAPHIE

  • ISO/IEC 20000-1:2011 Information technology – Service management – Part 1: Service management system requirements.
  • ISO/IEC 20000-2:2005 Information technology – Service management – Part 2: Code of Practice.
  • ISO/IEC TR 20000-3:2009 Information technology – Service management – Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1.
  • ISO/IEC TR 20000-4:2010 Information technology – Service management – Part 4: Process reference model.
  • ISO/IEC TR 20000-5:2010 Information technology – Service management – Part 5: Exemplar implementation plan for ISO/IEC 20000-1.
  • BrightTALK webcast: Destination ISO/IEC 20000: Industry News and Updates webcast, Channel: itSMF USA, 17 Feb 2011.
  • Network Centric Solutions-2 (NETCENTS-2) ...

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