'As a companion to applying the standard, this guide is a must for service providers' Sharon Taylor, President, Aspect Group Inc - buy your copy now!

This is the official introduction to  ISO/IEC 20000-1 that is originated by the National Standards Body that developed the original service management standard - BS15000. Written by two highly acclaimed service management experts, this guide is the starting point for those organizations looking to become ISO/IEC 20000-certified.

The user-friendly guide expands on Part 1 of the standard, the specification
providing easily understood detailed advice on:

• What the requirements mean
• How to do achieve certification to the standard
• What evidence will be required
• Who does what

The guide includes a road map to the 2011 edition of ISO20000 and how the standard fits in the bigger picture of best practices. It also provides expert descriptions of the definition of the scope, building a service management system, establishing integrated processes, the delivery of high quality services and keeping customers happy.

Service management experts Jenny Dugmore and Shirley Lacy also provide detailed explanations of the changes to Clauses 4 and 5 which have been significantly revised and expanded including new requirements.

Key Features and Benefits:

• A definitive introduction to the 2011 version of Part 1 of ISO/IEC 20000. This guide by two of the key experts is the ideal starting point for those new to the standard, providing an easy route to understanding the standard.
• This guide covers many of the key updates that have occurred since the last version of the standard. Jenny and Shirley explain in detail the changes to Clauses 4 and 5 - giving detailed information.
• Introduction to the ISO/IEC 20000 Series is written in such a way as it makes the content within the book easy and interesting to read. Where some books are not accessible, this book is - making something a pleasure when it would have previously been a pain.

Authors: Jenny Dugmore and Shirley Lacy
Publisher: BSI
ISBN 10: 0580728463
ISBN 13: 9780580728464
Pages: 234
Format: Softcover
Published Date: 14 June 2011
Availability: In Stock

Order this best practice introduction ISO/IEC 20000 today!

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