ISO/IEC 20000 is the corporate standard for achieving quality within IT Service Management. As individuals achieve success in Service Management frameworks such as ITIL�, many organizations have identified the benefits of making the jump to full corporate accreditation. But, having made the decision to invest in this standard, what is the best way to implement adoption in an efficient and successful way? This thorough, practical guide has been put together by real experts with real experience of how ISO/IEC 20000 works in the workplace and in the real world. Part A of this title covers the step by step description of the ISO 20000 implementation process Part B contains real case studies from organizations who have successfully achieved ISO/IEC accreditation This Practical guide is unique in that it not only describes the implementation process. It also suggests solutions to common problems and set-backs. An understanding of the many business pressures means that practical guidance on the business case, measuring success (or not), or the need for quick wins are all included in this book, making it an invaluable companion for all those working on an implementation project.

Review

Excellent quality work by the Authors!! -- Silvia Prickel, Managing Director, Service Management, United Airlines

I am a believer of the untapped opportunities ISO/IEC 20000 has to offer. This publication contributes to the awareness and opportunities it provides those IT organizations and departments that are seeking guidance in improving service quality and how to benchmark their IT Service Management related efforts. -- Mart Rovers, President InterProm USA Corporation

I want to congratulate all of you who have worked on this great title ... we will make full use of this book to improve our future ISO/IEC20000 activity.
-- Masumi Taira (Ms.), Manager ITSM Management, Fujitsu FIP Corporation

The book is easy to read, it makes sense and will be quite useful to many. -- Pierre Bernard, Pink Elephant

This book is a good piece of work that will help to foster the Idea of the ISO 20k certification and encourage organizations to start their journey. For the future, I think it is important that the topic is more on the agenda of companies, especially because of sourcing as a driver. The ISO 20K certification has the potential to give customers a better, more confident approach when they consider outsourcing (especially near- and offshore).
-- Andreas Graf, HP

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