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.

• Cover
• Title
• Copyright
• Contents
• Forword
• Preface
• About The Author
• Acknowledgements
• Introduction
• Chapter 1: Introduction to ISO/IEC 20000
  • What are the benefits of implementing and certifying according to ISO/IEC 20000?
• Chapter 2: Service Quality and ISO/IEC 20000
  • What is quality?
• Chapter 3: The ISO/IEC 20000 Family and Emerging Related Standards
  • ISO/IEC 20000-1:2011
  • ISO/IEC 20000-2:2012
  • ISO/IEC 20000-3:2012
  • ISO/IEC TR 20000-4:2010
  • ISO/IEC TR 20000-5:2010
  • ISO/IEC 20000-7
  • ISO/IEC 20000-10
  • ISO/IEC 20000-11
  • ISO/IEC 15504-8:2010
  • ISO/IEC 90006
  • ISO/IEC 27013
  • ISO/IEC 19770
• Chapter 4: Frameworks and Management System Integration
  • ISO9000
  • ISO14000
  • ISO/IEC 27000
  • ITIL
  • COBIT®
  • Six Sigma®
  • CMMI® for Services
• Chapter 5: Requirements for a Service Management System
  • Management responsibility
  • Governance of processes operated by other parties
  • Documentation management
  • Resource management
• Chapter 6: Scope Definition
  • ISO/IEC TR 20000-3:2012
• Chapter 7: Gap Analysis
• Chapter 8: Planning and Implementing Service Management
  • Plan
  • Do
  • Check
  • Act
• Chapter 9: Design and Transition of New or Changed Services
  • Plan new or changed services
  • Design and development of new or changed services
  • Transition of new or changed services
• Chapter 10: Service Delivery Processes
  • Service level management
  • Service reporting
  • Service continuity and availability management
  • Service continuity plan and test
  • Budgeting and accounting for IT services
  • Capacity management
  • Information security management
• Chapter 11: Relationship Processes
  • Business relationship management
  • Supplier management
• Chapter 12: Resolution Processes
  • Incident and service request management
  • Problem management
• Chapter 13: Control Processes
• Configuration management
  • Change management
  • Release management
• Chapter 14: Preparing for the Audit
• Appendix A: Bibliography
• ITG Resources