IT 서비스 관리

  • 권상국 (한국IBM) ;
  • 맹신희 (한국IBM)
  • Gwon, Sang-Guk ;
  • Maeng, Sin-Hui
  • 발행 : 2005.12.01

초록

키워드

참고문헌

  1. Michael E. Porter, Competitive Strategy : Techniques for Analyzing Industries and Competitors, Free Press, 1980
  2. Philip Kotler, Marketing Management-Analysis, Planning, Implementation and Control (Eighth edition), Prentice Hall, 1994, pp. 464-468
  3. IBM Systems Management Consulting and Design, IBM Systems Management Solution Lifecycle, 2000, http://www.ibm.com/serv-ices/ism/consulting
  4. Joshua Gans, Stephen King & Gregory Mankiw, Principles of Microeconomics, Harcourt Brace & Co., 1999, pp. 63-64
  5. Valarie A. Zeithaml. A. Parasuraman & Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, 1990
  6. IBM IT Process Model White Paper, Managing information technology in a new age, IBM, 2000, http://www.ibm.com/services/whitepapers
  7. Glen Urban & Steven Star, Advanced Marketing Strategy, Prentice Hall, 1991, pp.102-105
  8. Chris Finden-Browne, John 0 Long, Intro-ducing the IBM Process Reference Model for IT, 2005