Third edition. - Ely, Cambridgeshire, United Kingdom : IT Governance Publishing, 2012.
Book — 1 online resource (109 pages)
Introduction to ISO/IEC
Service quality and ISO/IEC
20000 family and emerging related standards
Frameworks and management system integration
Requirements for a service management system
Planning and implementing service management
Design and transition of new or changed services
Service delivery processes
Preparing for the audit.
An up-to-date, practical guide for implementation and certification under ISO/IEC 20000. Potential customers will look for suppliers with ISO/IEC 20000 certification, seeking the reassurance it provides. This book will guide you through implementation and certification.Your streamlined management processes will enable you to offer first-class customer service at competitive prices. The impact on your profit margins is clear! Step by step to successful implementation This step-by-step management guide will benefit all who have a role in the implementation and certification process. (source: Nielsen Book Data)