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ISBN: 212475565X 9782124755653 Year: 2007 Publisher: La Plaine saint Denis : Afnor,
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La norme de gestion de services ISO 20000 permet d'apprécier la qualité d'un service. Ouvrage en 3 parties : contexte et fondamentaux des bonnes pratiques de l'ITIL / Eléménts clés permettant de comprendre les mécanismes de la norme internationale ISO/CEI 20000 / 22 fiches-outils d'accompagnement dans la démarche méthodologique.
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ISBN: 2124755358 Year: 2006 Publisher: La Plaine Saint Denis : AFNOR,
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ISBN: 9782362331435 Year: 2014 Publisher: Paris : Lexitis Editions, Sodis
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