Implementing Service Quality based on ISO/IEC 20000 (eBook)

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An up-to-date, practical guide for implementation and certification under ISO/IEC 20000

ISO/IEC 20000 is an important international standard for IT service providers. Implementation and certification will improve your business processes and practices. It will reassure your customers that your company is efficient, reliable and trustworthy. Customers will return because they know from experience that your service is second to none.

 

Customer confidence means more business
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 impact on your profit margins is clear!

 

Step by step to successful implementation
This step-by-step management guide will benefit all who have a role in the implementation and certification process. Written for companies of any size in any location, it:

 

• gives a clear and detailed breakdown of the 2011 edition of the Standard
• identifies the role of ISO/IEC 20000 and other related standards, as well as ITIL and COBIT and the relationship between them
• explains what is really meant by ‘quality’
• establishes the importance of a service management system and gives practical recommendations for its implementation
• tells you how to prepare for audit, including carrying out a Gap Analysis
• offers an explanation of the individual processes outlined in the Standard and gives clear guidelines for their implementation.

Buy this guide and see how ISO/IEC 20000 will give your business the ‘edge’ over your competitors!

 

About the author

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.

 

 

Author: Michael Kunas

Publisher: IT Governance Publishing

ISBN: 9781849281935

Pages: 99  

Format: eBook

Published date: 10 May 2011

Availability: Always Available

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