Introduction to the ISO/IEC 20000 Series: IT Service Management - Softcover

Dugmore, Jenny; Lacy, Shirley

Softcover

ISBN 10: 0580728463 ISBN 13: 9780580728464

Publisher: BSI British Standards Institution, 2011

Synopsis

The book forms the definitive guide to the second edition of ISO/IEC 20000-1. It will provide easily understood advice on what the requirements mean, how to do it, what evidence will be required and will predominantly explain and expand on Part 1 of the standard. The book includes a road map to the second edition and how it fits in the bigger picture for best practices. It will describe scope definition, building a service management system, establish integrated processes, delivery of high quality service and keeping customers happy. The book includes advice on operating a continual improvement cycle; support for understanding who does what and evidence for audits and use of other service management frameworks which adds to the value provided by the books. Two clauses in the standard have been significantly revised and expanded on - Clause 4 - Service management system requirements and Clause 5 - Design and transition of new or changed services. The book will provide a detailed explanation concerning clause 4 and the running of day to day services, and the new requirements of Clause 5, practices and the evidence required in detail, as by definition, this is a major change to the service.

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 works for Service Matters. Jenny has a background in consultancy and operational line management. She is chair of the ISO group responsible for 20000 series and is co-editor for the new ISO Guidance on the combined implementation of ISO/IEC 20000 and ISO/IEC 27001. She is chair of the ISO committee investigating joint ISO and OGC publications. She is involved in certification schemes and examination boards for ISO/IEC 20000. She is the UK Accreditation Service technical expert on service management. Jenny was winner of the itSMF-UK Lifetime achievement award in 2005. Shirley Lacy works for ConnectSphere and specialises in the application of service management best practices to deliver value from IT investments. Shirley is highly regarded within the industry and is an authority on service management practices. Shirley is a co-author of the OGC's ITIL Service Transition publication and project mentor for the ITIL update. Shirley has significant experience of helping organizations to adopt ITIL V3 practices and to achieve ISO/IEC 20000 certification. She holds the ITIL Expert certificate and is an accredited trainer for ITIL and ISO/IEC 20000. Shirley is the UK representative on the ISO group that develop IT service management and process assessment standards and the new ISO/IEC 31000 series.

Edition details

• Publisher: BSI British Standards Institution
• Publication date: 2011
• Language: English
• ISBN 10: 0580728463
• ISBN 13: 9780580728464
• Binding: Paperback
• Number of pages: 240