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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...

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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Kunas, Michael (Author)
Format: Electronic eBook
Language:Inglés
Published: Ely, Cambridgeshire, United Kingdom : IT Governance Publishing, 2012.
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.