Implementing service quality based on ISO/IEC 20000 : a management guide, third edition /
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...
Call Number: | Libro Electrónico |
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Main Author: | |
Format: | Electronic eBook |
Language: | Inglés |
Published: |
Ely, Cambridgeshire, United Kingdom :
IT Governance Publishing,
2012.
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Edition: | Third edition. |
Subjects: | |
Online Access: | Texto completo |
Table of Contents:
- 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.