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The motivation behind the conception of this monograph was to advance scientific knowledge about the design and control of workflow processes. A workflow pr- es

The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the qu

Process Management is a compendium for modern design of process-oriented companies. A hands-on approach introducing, realizing and continually administering pro