Publisher's Synopsis
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.
