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Midiendo ITIL®: Métricas e indicadores para la Gestión de ...
ITIL® v3 trata la generación de informes en el proceso de informes del servicio dentro de la fase de Mejora Continua del Servicio . Bibliografía El Cuadro de Mando Integral The Balanced Scoreboard Editado por Gestión 2000 ISBN 978-8498750485 Metrics for IT Service Management
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