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Implementing von Service-Qualita basierend auf ISO/IEC 20000

Book Description

A guide to ISO/IEC 20000 - implementation and certification

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.

Use ISO20000 to win customers

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!

Learn to implement ISO/IEC 20000

This step-by-step management guide will benefit all who have a role in the ISO/IEC 20000 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 ISO 20000 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.

ISO20000 aligned to EXIN programmes

This book 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.

It is also the ideal companion to the EXIN IT Service Management based on ISO/IEC 20000 programme. The Foundation level and Associate level of the EXIN programme are now completely aligned to the book.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Vorwort
  5. Geleitwort
  6. ÜBer Den Autor
  7. Danksagung
  8. Contents
  9. Einführung
  10. Kapitel 1: Einführung in die ISO/IEC 20000
    1. Was sind die Vorteile der Implementierung und Zertifizierung nach ISO/IEC 20000?
  11. Kapitel 2: Service-Qualität und ISO/IEC 20000
    1. Was ist Qualität?
  12. Kapitel 3: Die ISO/IEC 20000-Familie und in Verbindung stehende Normen
    1. ISO/IEC 20000-1:2005
    2. ISO/IEC 20000-2:2005
    3. ISO/IEC 20000-1:2011
    4. ISO/IEC 20000-2:2011
    5. ISO/IEC TR 20000-3:2009
    6. ISO TR 20000-4:2010
    7. ISO/IEC TR 20000-5:2010
    8. ISO/IEC 20000-8
    9. ISO/IEC 90006
    10. ISO/IEC 27013
    11. ISO/IEC 19770
  13. Kapitel 4: Frameworks und Management-System-Integration
    1. ISO9000
    2. ISO14000
    3. ISO/IEC 27000
    4. ITIL®
    5. COBIT
  14. Kapitel 5: Anforderungen an ein Service-Management-System
    1. Führungsverantwortung
    2. Anforderungen an die Dokumentation
    3. Ressourcen-Management
  15. Kapitel 6: Definition des Scopes
    1. ISO/IEC TR 20000-3:2009
  16. Kapitel 7: Gap-Analyse
  17. Kapitel 8: Planung und Implementierung von Service-Management
    1. Planen
    2. Tun
    3. Checken
    4. Agieren
  18. Kapitel 9: Design und Umstellung von neuen oder veränderten Services
  19. Kapitel 10: Service-Delivery-Prozesse
    1. Service-Level-Management
    2. Service-Reporting
    3. Service-Continuity- und Service-Availability-Management
    4. Service-Continuity-Plan und Testen
    5. Budgeting und Accounting für IT-Services
    6. Capacity-Management
    7. Information-Security-Management
  20. Kapitel 11: Relationship-Prozesse
    1. Business-Relationship-Management
    2. Supplier-Management
  21. Kapitel 12: Resolution-Prozesse
    1. Incident- und Service-Request-Management
    2. Problem-Management
  22. Kapitel 13: Control-Prozesse
    1. Configuration-Management
    2. Change-Management
    3. Release- und Deployment-Management
  23. Kapitel 14: Vorbereitung auf das Audit
  24. Bibliographie
  25. ITG-Ressourcen