Achieving ISO/IEC 20000 - Management Decisions and Documentation - Softcover

Dugmore; J

9780580474583: Achieving ISO/IEC 20000 - Management Decisions and Documentation

Softcover

ISBN 10: 0580474585 ISBN 13: 9780580474583

Publisher: British Standards Institution, 2006

This book covers the service continuity and availability management, incident management and problem management processes, which are contained in clauses 6.3 and 8 of ISO/IEC 20000. It explains the role of these processes in keeping the customer's service going, ranging from continuity planning through to the fast-fixing of incidents. It compares the processes and describes how they interface with each other. It includes example metrics and audit evidence, with practical tips and techniques that will help a service provider achieve the requirements.

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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

Synopsis:

This book covers: the background to ISO/IEC 20000; a comparison to other standards and best practice material; compliance and certification audits; the scope of service management; building the business case for achieving ISO/IEC 20000; and, preparation for an audit and using ISO/IEC 20000 to select your supplier. Important terms that are used in management system standards, where the exact meaning of terms is important to the correct interpretation of the standard, are also explained, including the differences between the terms 'shall', 'should' and notes. This book also covers the requirements and recommendations for documents and records, which is a management responsibility requirement in clause 3.2 of ISO/IEC 20000-1.

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