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ISO/IEC 20000 : an introduction to the global standard for service management /
Annotation
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Cambridgeshire, United Kingdom :
IT Governance Publishing,
2011.
|
| Edición: | Second edition. |
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 100 | 1 | |a Clifford, David, |d 1969- |e author. | |
| 245 | 1 | 0 | |a ISO/IEC 20000 : |b an introduction to the global standard for service management / |c David Clifford. |
| 250 | |a Second edition. | ||
| 264 | 1 | |a Cambridgeshire, United Kingdom : |b IT Governance Publishing, |c 2011. | |
| 300 | |a 1 online resource (70 pages) : |b illustrations (some color) | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
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| 520 | 8 | |a Annotation |b A newly revised, up-to-date pocket guide to show you how to manage your IT services more effectively. Whatever your business, your capacity to supply products and services to your customers depends on your IT. Yet, all too often, companies and government departments fail to take effective control of their IT systems. Instead, organisations rely on a confused mish-mash of different technologies and ad hoc working practices. The solution: an ITSMSTo avoid this fate, your organisation needs to adopt an IT Service Management System (ITSMS). Employing an ITSMS will enable your organisation to identify how to enhance the quality of service you deliver to your customers. The standard for an ITSMS is ISO/IEC 20000. ISO/IEC 20000 The standardThis pocket guide is intended to be a handy reference tool that contains, in one place, some of the key information that those working with ISO/IEC 20000 (Part 1, Edition 2, 2011) may need. It offers an overview of the purpose of the standard and shows how it can be used. Topics covered include qualification programmes, certification schemes and the interrelationship of ISO20000 with other standards, such as ISO27001. The overall emphasis of the guide is on ISO20000's customer-driven approach, ensuring your IT service management processes will be aligned with the needs of your business. Benefits to business include:Deliver on the commitments you have made. When you provide services to a customer, the customer expects you to take responsibility for completing the job on time. From your perspective, the way you deal with your suppliers plays a vital role in fulfilling that objective. Implementing ISO20000 entails adopting a holistic approach to service development and delivery, enabling prompt and accurate communication between your organisation and your suppliers. By managing relationships with your suppliers, you can establish a strong supply chain that will be capable of delivering on the commitments you have made. More efficient and effective service delivery. Different divisions and departments are a fact of life in every organisation. The problem is how to get them working together. Without proper communication between your employees, you cannot get them to cooperate. By adopting ISO20000, employee coordination can be improved and you can protect your organisation from the risk of different business units turning into information silos. Measures, such as showing appreciation for actions that promote integration, and using key performance indicators that encourage measurement across the departmental divide, will foster team spirit and lead to more efficient and effective service delivery. Strengthen relationships and win new business. You can quickly improve the running of your business by simply using ISO20000 as a checklist of activities that need to be performed. However, there are many advantages to achieving formal certification. In particular, it will help you to strengthen your relationships with existing customers and to win new business. If you are a service provider, certification to ISO20000 is an opportunity to demonstrate the quality and reliability of your service management capability to existing and potential customers. Win new contracts. For a service provider, certification to ISO20000 can open doors and help you bid for new orders. Sometimes, a customer focused organisation may make certification to ISO20000 a requirement when awarding a particular contract. When businesses devote too little time to researching or planning how they deal with customers, the quality of service they provide will inevitably suffer, as they find themselves reacting to problems rather than devising a solution to them. In the long run, the silo-based mentality leads to a decline in the quality of service the organisation ca. | |
| 542 | |f Copyright © IT Governance Publishing |g 2011 | ||
| 505 | 0 | |a FOREWORD; PREFACE; ABOUT THE AUTHOR; ACKNOWLEDGEMENTS; CONTENTS; INTRODUCTION; CHAPTER 1: BACKGROUND; A new edition of Part 1; Why the need to change?; What are the key changes in Edition 2?; Principles of ISO/IEC 20000; Focus on a customer-driven approach; Focus on end-to-end service management; Focus on integrated service management; Focus on continual improvement; CHAPTER 2: KEY STAKEHOLDER BODIES; Customers and end-users; Service providers; Suppliers; Certification bodies; Enabling bodies; CHAPTER 3: QUALIFICATION PROGRAMMES; Positioning of the EXIN ITSM qualifications; BCS qualification | |
| 505 | 8 | |a APMGI qualificationsCHAPTER 4: COMPLIANCE AND CERTIFICATION; What is compliance?; What is due diligence?; What is certification?; Why certify?; What is the auditor's approach?; CHAPTER 5: CERTIFICATION SCHEMES; The APMGI certification scheme; How many certificates have been awarded?; CHAPTER 6: SCOPE OF ASSESSMENT; Defining a scope statement; The role of existing certifications; CHAPTER 7: RELATIONSHIP WITH OTHER STANDARDS; ISO/IEC 27001; ISO/IEC 15504; ISO9001; Integrated management systems; CHAPTER 8: THE FUTURE OF ISO/IEC 20000; Overview of the parts of ISO/IEC 20000; ABBREVIATIONS USED | |
| 590 | |a JSTOR |b Books at JSTOR All Purchased | ||
| 590 | |a JSTOR |b Books at JSTOR Demand Driven Acquisitions (DDA) | ||
| 590 | |a JSTOR |b Books at JSTOR Evidence Based Acquisitions | ||
| 650 | 0 | |a Local area networks (Computer networks) |x Standards. | |
| 650 | 0 | |a Computer network protocols |x Standards. | |
| 650 | 0 | |a Metropolitan area networks (Computer networks) |x Standards. | |
| 650 | 6 | |a Réseaux locaux (Informatique) |x Normes. | |
| 650 | 6 | |a Protocoles de réseaux d'ordinateurs |x Normes. | |
| 650 | 6 | |a Réseaux métropolitains (Informatique) |x Normes. | |
| 650 | 7 | |a COMPUTERS |x General. |2 bisacsh | |
| 650 | 7 | |a Computer network protocols |x Standards |2 fast | |
| 650 | 7 | |a Local area networks (Computer networks) |x Standards |2 fast | |
| 650 | 7 | |a Metropolitan area networks (Computer networks) |x Standards |2 fast | |
| 653 | |a Business & Management | ||
| 776 | 0 | 8 | |i Print version: |a Clifford, David. |t ISO/IEC 20000. |b 2nd ed. |d IT Governance Publishing, 2011 |z 9781849283144 |w (OCoLC)767863490 |
| 856 | 4 | 0 | |u https://jstor.uam.elogim.com/stable/10.2307/j.ctt5hh7w7 |z Texto completo |
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