Achieving ISO/IEC 20000 - Integrated Service Management - Softcover

Dugmore, Jenny; Lacy, Shirley

Softcover

ISBN 10: 0580446425 ISBN 13: 9780580446429

Publisher: BSI Standards, 2006

Synopsis

The opening paragraph of ISO/IEC 20000-1 states that 'This standard promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements'. This book reflects the importance placed by ISO/IEC 20000 on understanding the interfaces between processes, and how the interfaces are managed so that service management processes are fully integrated. It also reflects the top-down management system approach that is fundamental to ISO/IEC 20000. This book describes how understanding and meeting the requirements of ISO/IEC 20000 gives better control, greater efficiency and opportunities for improvements.

About this title

Review

This book provides a much needed practical reference for anyone who needs to quickly understand, assess, design and transition service management processes to attain the Standard or review an existing service provider. --Steve Ingall, Head of Consultancy, iCore Ltd

An outstanding book from the world's foremost authority on the ISO 20000 Standard. As a companion to applying the Standard, this guide is a must for Service Providers. --Sharon Taylor, President, Aspect Group Inc

Standards are the moulds for shaping an industry as it matures. The ISO/IEC 20000 series has played a pivotal role in the growth of formal IT Management approaches, and this new standard will ensure that it continues to do so. This introduction goes far beyond a summary of the standard, and provides valuable insights to the intent, content and practical use of the series. --David Cannon, FSM: Chairman, itSMF International

About the Author

Jenny Dugmore

Edition details

• Publisher: BSI Standards
• Publication date: 2006
• Language: English
• ISBN 10: 0580446425
• ISBN 13: 9780580446429
• Binding: Paperback
• Number of pages: 127