更新时间：2020-04-24 12:09:26
封面
版权信息
About the Author
Preface
Acknowledgments
PART I Initiating Processes
CHAPTER 1 Introduction
CHAPTER 2 Project Management versus IT System Maintenance
CHAPTER 3 Outsourcing: The New Challenge
PART II Planning Processes
CHAPTER 4 Scope of Maintenance
CHAPTER 5 Service Level Agreement
CHAPTER 6 Service Breakdown Structure
CHAPTER 7 Cost Estimate
CHAPTER 8 Transition Planning
CHAPTER 9 Documentation
PART III Executing Processes
CHAPTER 10 Team Management
CHAPTER 11 Work Tracking
CHAPTER 12 Customer Care
CHAPTER 13 Incidents Defects and Enhancements
CHAPTER 14 Testing
PART IV Controlling Processes
CHAPTER 15 Metrics—Overall Control
CHAPTER 16 Configuration Management
CHAPTER 17 Cost Control
CHAPTER 18 Communication and Beyond
CHAPTER 19 Risk Management
PART V Assessing and Closing Processes
CHAPTER 20 Peer Reviews and Formal Audits
CHAPTER 21 Customer Survey
CHAPTER 22 Annual Closeout
Index
