Implementing Service Quality based on ISO/IEC 20000

A Management Guide

Häftad, Engelska, 2012

469 kr

Beställningsvara. Skickas inom 7-10 vardagar

Fri frakt för medlemmar vid köp för minst 249 kr.

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.

Produktinformation

Utgivningsdatum2012-10-25
Mått140 x 216 x 6 mm
Vikt150 g
FormatHäftad
SpråkEngelska
Antal sidor1
Upplaga3
FörlagIT Governance Publishing
ISBN9781849284424

Tillhör följande kategorier

Informationsteknik: allmänt inom Data och it
Systemvetenskap och AI inom Data och it
Projektledning inom Ekonomi och ledarskap
Ledarskapsböcker inom Ekonomi och ledarskap
Affärsförhandlingar inom Ekonomi och ledarskap

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.

1: Introduction to ISO/IEC 200002: Service Quality and ISO/IEC 200003: The ISO/IEC 20000 Family and Emerging Related Standards4: Frameworks and Management System Integration5: Requirements for a Service Management System6: Scope Definition7: Gap Analysis8: Planning and Implementing Service Management9: Design and Transition of New or Changed Services10: Service Delivery Processes11: Relationship Processes12: Resolution Processes13: Control Processes14: Release Process15: Preparing for the Audit