Implementing Service Quality based on ISO/IEC 20000: A Management Guide

by Michael Kunas

Overview

Many customers 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 positive impact on your profit margins is just one of the benefits that certification can give you.

Product Details

ISBN-13:	9781849284448
Publisher:	IT Governance Publishing
Publication date:	10/25/2012
Sold by:	Barnes & Noble
Format:	eBook
Pages:	109
File size:	963 KB

About the Author

Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 20 years’ experience in all areas of computer science. He has many years’ experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld.

Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 15 years’ experience in all areas of computer science. He has many years’ experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld.

Table of 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: Release Process

15: Preparing for the Audit