Implementing Service Quality based on ISO/IEC 20000
Implementing Service Quality based on ISO/IEC 20000
Publication Date: 25 October, 2012
Available in all formats
Series: COMPUTERS / General
Publisher: IT Governance Publishing
ISBN: 9781849284448
ISBN: 9781849284448
Price: INR 2094.75
Description
Table of contents
Keywords:
IEC 20000,
Introduction to ISO
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.
Description
Subject(s):
IEC 20000,
Introduction to ISO
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.
Table of contents
- 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
