Implementing Service Quality based on ISO/IEC 20000: A Management Guide - Softcover

Kunas, Michael

Softcover

ISBN 10: 1849284423 ISBN 13: 9781849284424

Publisher: IT Governance Publishing, 2012

Synopsis

ISO/IEC 20000 is an important international standard for IT service providers. Implementation and certification will improve your business processes and practices and will reassure your customers that your company is efficient, reliable and trustworthy. Customers will return because they know from experience that your service is second to none. Potential customers will look for suppliers with ISO/IEC 20000 certification, seeking the reassurance it provides. This book will guide you through implementation and certification, enabling you to streamline your management processes and offer first-class customer service at competitive prices. This newly revised, up-to-date, step-by-step management guide will benefit all who have a role in the implementation and certification process. Written for companies of any size, anywhere, it gives a clear and detailed breakdown of the 2011 edition of the Standard and examines its relationship with other related standards, ITIL®, COBIT®, Six Sigma®, CMMI® and ISO/IEC 27000. It offers a considerable amount of practical advice and recommendations on how to prepare for audit and implementation, making your journey to certification as smooth as possible! Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 15 years' experience in all areas of computer science. He has many years' experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld. A practical guide that will give your company the 'leading edge' in service quality.

About this title

About the Author

Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 15 years’ experience in all areas of computer science. He has many years’ experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld.

From the Back Cover

You know how good you are at IT Service Management – but how do you tell your customers?

ISO/IEC 20000 is the international standard for IT service management, and certification is a great way to show the world your expertise. Implementation and certification will not only improve your business processes and practices, it will reassure new and existing customers that your company is efficient, reliable and trustworthy. Customers will return because they know from experience that your service is second to none.

ISO/IEC 20000 to win customers
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.

Aligned to ISO/IEC 20000 training programmes
As well as a great source of practical advice and recommendations on how to prepare for audit and implementation, Implementing Service Quality based on ISO/IEC 20000is also the ideal companion to a number of training courses such as EXIN’s IT Service Management based on ISO/IEC 20000 programme and PEOPLECERT’s Professional Certification in ISO 20000. The Foundation level and Associate level of the EXIN programme are also completely aligned to the book.

Ideal companion to your ISO/IEC 20000 certification project

• Gives a clear and detailed breakdown of the 2011 edition of the ISO 20000 Standard
• Identifies the role of ISO/IEC 20000 and other related standards, as well as ITIL and COBIT and the relationship between them
• Explains what is really meant by 'quality'
• Establishes the importance of a service management system and gives practical recommendations for its implementation
• Tells you how to prepare for audit, including carrying out a Gap Analysis
• Offers an explanation of the individual processes outlined in the Standard and gives clear guidelines for their implementation.

Buy this book and see the benefits of ISO/IEC 20000 Certification

About the author
Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 15 years’ experience in all areas of computer science. He has many years’ experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld.

Edition details

• Publisher: IT Governance Publishing
• Publication date: 2012
• Language: English
• ISBN 10: 1849284423
• ISBN 13: 9781849284424
• Binding: Paperback
• Edition number: 3
• Number of pages: 120