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Francisco is an independent consultant and trainer and a university teacher in various posgraduate courses and an MBA. He is also a technical writer in a weekly newspaper and author of three books about e-business and CRM.

  • 21/01/2010 ITIL and Web 2.0
    CSI, alongside with service strategy, is one of the most important components of ITIL. CSI deals with metrics that constitute the basis for the PDCA quality improvement cycle. It presents the process...