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

  • 57m
  • Michael Kunas
  • IT Governance
  • 2012

ISO/IEC 20000 is an important international standard for IT service providers. Implementation and certification will improve your business processes and practices and 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. 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, enabling you to streamline your management processes and offer first-class customer service at competitive prices. This newly revised, up-to-date, step-by-step management guide will benefit all who have a role in the implementation and certification process. Written for companies of any size, anywhere, it gives a clear and detailed breakdown of the 2011 edition of the Standard and examines its relationship with other related standards, ITIL®, COBIT, Six Sigma, CMMI and ISO/IEC 27000. It offers a considerable amount of practical advice and recommendations on how to prepare for audit and implementation, making your journey to certification as smooth as possible!

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.

In this Book

  • Implementing Service Quality based on ISO/IEC 20000—A Management Guide, Third Edition
  • Foreword
  • Preface
  • Introduction
  • 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
  • Appendix A: Bibliography