Implementing service quality based on ISO/IEC 20000 a management guide, third edition
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...
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| Format: | eBook |
| Language: | English |
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Ely, Cambridgeshire, United Kingdom
IT Governance Publishing
2012
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| Edition: | Third edition |
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| Online Access: | |
| Collection: | O'Reilly - Collection details see MPG.ReNa |
Table of Contents:
- Introduction to ISO/IEC 20000
- Service quality and ISO/IEC 20000
- The ISO/IEC 20000 family and emerging related standards
- Frameworks and management system integration
- Requirements for a service management system
- Scope definition
- Gap analysis
- Planning and implementing service management
- Design and transition of new or changed services
- Service delivery processes
- Relationship processes
- Resolution processes
- Control processes
- Preparing for the audit
- Includes bibliographical references