Implementing von Service-Qualita basierend auf ISO/IEC 20000

by Michael Kunas

Released February 2012

Publisher(s): IT Governance Publishing

ISBN: 9781849283335

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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.