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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 |
Tabla de Contenidos:
- 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
- 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