Implementing Service Quality based on ISO/IEC 20000, 3rd edition

Description

Practical advice for successful ISO20000 certification

Implementing Service Quality based on ISO/IEC 20000 gives a clear and detailed breakdown of the explanations of the individual processes outlined in 2011 edition of the ISO 20000 Standard. It explains step-by step how to carry out a successful implementation, including advice on how to prepare for audit and carry out a gap analysis to increase your chances of success. It also identifies the role of ISO/IEC 20000 and other related standards, as well as ITIL and COBIT and the relationship between them, enabling the reader to understand how ISO2000 is related to other core management systems.

Reap the benefits of ISO20000-aligned processes

Aligning to the standard ensures that your organization gets a wide range of benefits. These include streamlined management processes, improved customer relationships, optimized and controlled costs and continuous process improvement, all leading to a healthier profit margin. Many clients also look for suppliers with ISO/IEC 20000 certification, seeking the reassurance it provides.

Contents

1. Introduction to ISO/IEC 20000
2. Service Quality and ISO/IEC 20000
3. The ISO/IEC 20000 Family and Emerging Related Standards
4. Frameworks and Management System Integration
5. Requirements for a Service Management System
6. Scope Definition
7. Gap Analysis
8. Planning and Implementing Service Management
9. Design and Transition of New or Changed Services
10. Service Delivery Processes
11. Relationship Processes
12. Resolution Processes
13. Control Processes
14. Preparing for the Audit

Read this book and learn how ISO 20000 can help you achieve streamlined management processes, improved customer relationships, optimized and controlled costs, and continuous process improvement.

About the Author

Customer Reviews

(0# of Ratings:)