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Chapter 1: Background
A new edition of Part 1
Why the need to change?
What are the key changes in Edition 2?
Principles of ISO/IEC 20000
Focus on a customer-driven approach
Focus on end-to-end service management
Focus on integrated service management
Focus on continual improvement
Chapter 2: Key Stakeholder Bodies
Customers and end-users
Chapter 3: Qualification Programmes
Positioning of the EXIN ITSM qualifications
Chapter 4: Compliance and Certification
What is compliance?
What is due diligence?
What is certification?
What is the auditor’s approach?
Chapter 5: Certification Schemes
The APMGI certification ...