Franklin

Implementing Service Quality Based on ISO/IEC 20000 : A Management Guide.

Author/Creator:
Kunas, Michael.
Publication:
Ely : IT Governance Ltd, 2012.
Format/Description:
Book
1 online resource (109 pages)
Edition:
3rd ed.
Status/Location:
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Subjects:
Business enterprises -- Computer networks.
Industrial management.
Information technology -- Management.
Form/Genre:
Electronic books.
Summary:
ISO/IEC 20000 is an important international standard for IT service providers. This book is crammed with practical advice and recommendations on how to prepare for ISO20000 audit and implementation. It is the ideal companion to ISO20000 courses from a range of certification bodies such as EXIN, PeopleCert and others.
Contents:
Intro
FOREWORD
PREFACE
ABOUT THE AUTHOR
ACKNOWLEDGEMENTS
CONTENTS
INTRODUCTION
CHAPTER 1: INTRODUCTION TO ISO/IEC 20000
What are the benefits of implementing and certifying according to ISO/IEC 20000?
CHAPTER 2: SERVICE QUALITY AND ISO/IEC 20000
What is quality?
CHAPTER 3: THE ISO/IEC 20000 FAMILY AND EMERGING RELATED STANDARDS
ISO/IEC 20000-1:2011
ISO/IEC 20000-2:2012
ISO/IEC 20000-3:2012
ISO/IEC TR 20000-4:2010
ISO/IEC TR 20000-5:2010
ISO/IEC 20000-7
ISO/IEC 20000-10
ISO/IEC 20000-11
ISO/IEC 15504-8:2010
ISO/IEC 90006
ISO/IEC 27013
ISO/IEC 19770
CHAPTER 4: FRAMEWORKS AND MANAGEMENT SYSTEM INTEGRATION
ISO9000
ISO14000
ISO/IEC 27000
ITIL
COBIT®
Six Sigma®
CMMI® for Services
CHAPTER 5: REQUIREMENTS FOR A SERVICE MANAGEMENT SYSTEM
Management responsibility
Governance of processes operated by other parties
Documentation management
Resource management
CHAPTER 6: SCOPE DEFINITION
ISO/IEC TR 20000-3:2012
CHAPTER 7: GAP ANALYSIS
CHAPTER 8: PLANNING AND IMPLEMENTINGSERVICE MANAGEMENT
Plan
Do
Check
Act
CHAPTER 9: DESIGN AND TRANSITION OF NEW OR CHANGED SERVICES
Plan new or changed services
Design and development of new or changed services
Transition of new or changed services
CHAPTER 10: SERVICE DELIVERY PROCESSES
Service level management
Service reporting
Service continuity and availability management
Service continuity plan and test
Budgeting and accounting for IT services
Capacity management
Information security management
CHAPTER 11: RELATIONSHIP PROCESSES
Business relationship management
Supplier management
CHAPTER 12: RESOLUTION PROCESSES
Incident and service request management
Problem management
CHAPTER 13: CONTROL PROCESSES
Configuration management.
Change management
Release management
CHAPTER 14: PREPARING FOR THE AUDIT
APPENDIX A: BIBLIOGRAPHY
ITG RESOURCES.
Notes:
Description based on publisher supplied metadata and other sources.
Local notes:
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Other format:
Print version: Kunas, Michael Implementing Service Quality Based on ISO/IEC 20000
ISBN:
9781849284431
9781849284424
OCLC:
829299477