Dimensions
140 x 216 x 6mm
ISO/IEC 20000 is an important international standard for IT service providers. Implementation and certification will improve your business processes and practices. It 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. This step-by-step management guide will benefit all who have a role in the implementation and certification process. Written for companies of any size in any location, it: - gives a clear and detailed breakdown of the 2011 edition of the Standard - identifies the role of ISO/IEC 20000 and other related standards, as well as ITIL and COBIT and the relationship between them - explains what is really meant by 'quality' - establishes the importance of a service management system and gives practical recommendations for its implementation - tells you how to prepare for audit, including carrying out a Gap Analysis - offers an explanation of the individual processes outlined in the Standard and gives clear guidelines for their implementation.
