Implementing Service Quality Based on ISO/IEC 20000
A Management Guide
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|Format:||Paperback, 114 pages|
|Other Information: ||black & white illustrations|
|Published In: ||United Kingdom, 10 May 2011|
ISO/IEC 20000 is an important international standard for IT service providers. Implementation and certification will improve your business processes and practices and will reassure your customers that your company is efficient, reliable and trustworthy. Customers will return because they know from experience that your service is second to none. 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, enabling you to streamline your management processes and offer first-class customer service at competitive prices. This up-to-date, step-by-step management guide will benefit all who have a role in the implementation and certification process. Written for companies of any size, anywhere, it gives a clear and detailed breakdown of the 2011 edition of the Standard and examines its relationship with other related standards, ITIL and COBIT. It offers a considerable amount of practical advice and recommendations on how to prepare for audit and implementation, making your journey to certification as smooth as possible! Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 15 years' experience in all areas of computer science. He has many years' experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld.
Table of Contents
Introduction Chapter 1: Introduction to ISO/IEC 20000 What are the benefits of implementing and certifying according to ISO/IEC 20000? Chapter 2: Service Quality and ISO/IEC 20000 What is quality? Chapter 3: The ISO/IEC 20000 Family and Emerging Related Standards ISO/IEC 20000-1:2005 ISO/IEC 20000-2:2005 ISO/IEC 20000-1:2011 ISO/IEC 20000-2:2011 ISO/IEC TR 20000-3:2009 ISO/IEC TR 20000-4:2010 ISO/IEC TR 20000-5:2010 ISO/IEC 20000-8 ISO/IEC 90006 ISO/IEC 27013 ISO/IEC 19770 Chapter 4: Frameworks and Management System Integration ISO9000 ISO14000 ISO/IEC 27000 ITIL COBIT Chapter 5: Requirements for a Service Management System Management responsibility Documentation requirements Resource management Chapter 6: Scope Definition ISO/IEC TR 20000-3:2009 Chapter 7: Gap Analysis Chapter 8: Planning and Implementing Service Management Plan Do Check Act Chapter 9: Design and Transition of New or Changed Services Chapter 10: Service Delivery Processes Service level management Service reporting Service continuity and availability management Service continuity plan and test Budgeting and accounting for IT services Capacity management Information security management Chapter 11: Relationship Processes Business relationship management Supplier management Chapter 12: Resolution Processes Incident management Problem management Chapter 13: Control Processes Configuration management Change management Chapter 14: Release Process Release management Chapter 15: Preparing for the Audit Appendix A: Bibliography ITG Resources
About the Author
Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 15 years' experience in all areas of computer science. He has many years' experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld.
|Publisher: ||IT Governance Publishing|
|Dimensions: ||21.0 x 14.0 x 0.0 centimeters (0.14 kg)|