FOREWORD; ACKNOWLEDGEMENTS; INTRODUCTION; CHAPTER 1 - PEOPLE AND PROCESSES; CHAPTER 2 - MAPPING RESPONSIBILITIES; CHAPTER 3 - MOTIVATION AND MORALE; CHAPTER 4 - DEVELOPING CAPABILITY; CHAPTER 5 - LEADERSHIP AND MANAGING PEOPLE; CHAPTER 6 - NEW OR CHANGED SERVICES; CHAPTER 7 - AUTOMATION AND PEOPLE; CHAPTER 8 - ISO/IEC 20000 AND ORGANIZATIONAL STRUCTURE; CHAPTER 9 - MANAGEMENT AND COMMUNICATION OF CHANGE; APPENDIX A - ISO/IEC 20000 REQUIREMENTS IN SUMMARY; APPENDIX B - BIBLIOGRAPHY AND FURTHER INFORMATION; BOOKS IN THE 'ACHIEVING ISO/IEC 20000' SERIES.
Jenny Dugmore
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