Chiat/Day: The First Twenty Years

Format: Hardcover

Language: English

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Using [ Strohmaier's 2004 ] B-KIDE framework the knowledge processes in a small call-centre would generally coincide with his scenario B whereby knowledge storage or transfer is not defined in any considered business process. These were as follows: Incident Management; Problem Management; Configuration Management; Change Management; Release Management; Service Desk; Service Level Management; IT Financial Management; Capacity Management; Availability Management; IT Service Continuity Management; IT Security Management.

Pages: 348

Publisher: Rizzoli; First Edition edition (December 15, 1989)

ISBN: 0847811638

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