Implementing service quality based on ISO/IEC 20000 : a management guide, third edition /

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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. Your streamlined management processes will enable you to offer first-class customer service at competitive prices. The...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Kunas, Michael (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Ely, Cambridgeshire, United Kingdom : IT Governance Publishing, 2012.
Edición:Third edition.
Temas:
Information technology > Management.
Business enterprises > Information technology > Management.
Information technology > Management > Standards.
Computer service industry > Management > Standards.
Customer services > Management > Standards.
Technologie de l'information > Gestion.
Entreprises > Technologie de l'information > Gestion.
Services informatiques > Gestion > Normes.
Service à la clientèle > Gestion > Normes.
COMPUTERS > General.
Information technology > Management > Standards
Information technology > Management
Acceso en línea:Texto completo
Texto completo
Tabla de Contenidos:
  • Introduction to ISO/IEC 20000
  • Service quality and ISO/IEC 20000
  • The ISO/IEC 20000 family and emerging related standards
  • Frameworks and management system integration
  • Requirements for a service management system
  • Scope definition
  • Gap analysis
  • Planning and implementing service management
  • Design and transition of new or changed services
  • Service delivery processes
  • Relationship processes
  • Resolution processes
  • Control processes
  • Preparing for the audit.

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