04183nam 22006851 450 991045242070332120200520144314.01-299-46843-81-84928-443-1(CKB)2550000001019502(EBL)1186302(OCoLC)829299477(SSID)ssj0000907426(PQKBManifestationID)11496083(PQKBTitleCode)TC0000907426(PQKBWorkID)10884074(PQKB)10048899(MiAaPQ)EBC1186302(WaSeSS)IndRDA00116757(CaSebORM)9781849284448(Au-PeEL)EBL1186302(CaPaEBR)ebr10772211(CaONFJC)MIL478093(EXLCZ)99255000000101950220130516h20122012 uy 0engur|n|---|||||txtccrImplementing service quality based on ISO/IEC 20000 a management guide /Michael KunasThird edition.Ely, Cambridgeshire :IT Governance Publishing,[2012]©20121 online resource (109 p.)Description based upon print version of record.1-84928-444-X 1-84928-442-3 Includes bibliographical resources.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 19770CHAPTER 4: FRAMEWORKS AND MANAGEMENT SYSTEM INTEGRATIONISO9000; 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 servicesDesign and development of new or changed servicesTransition 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 managementChange managementRelease management; CHAPTER 14: PREPARING FOR THE AUDIT; APPENDIX A: BIBLIOGRAPHY; ITG RESOURCESPotential customers will 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 impact on your profit margins is clear!Business enterprisesComputer networksIndustrial managementInformation technologyManagementElectronic books.Business enterprisesComputer networks.Industrial management.Information technologyManagement.004.068Kunas Michael961617MiAaPQMiAaPQMiAaPQBOOK9910452420703321Implementing service quality based on ISO2180165UNINA