Implementing Service Quality based on ISO/IEC 20000: A Management Guide
Author:   Michael Kunas
Publisher:   IT Governance Publishing
Edition:   3rd edition
ISBN:  

9781849284424


Pages:   120
Publication Date:   25 October 2012
Format:   Paperback
Availability:   In Print   Availability explained
This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us.

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


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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.

Full Product Details

Author:   Michael Kunas
Publisher:   IT Governance Publishing
Imprint:   IT Governance Publishing
Edition:   3rd edition
Dimensions:   Width: 14.00cm , Height: 0.60cm , Length: 21.60cm
Weight:   0.150kg
ISBN:  

9781849284424


ISBN 10:   1849284423
Pages:   120
Publication Date:   25 October 2012
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print   Availability explained
This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us.

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

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Author Information

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.

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