ISO/IEC 20000 An Introduction

CONTAINS THE TEXT FOR THE FULL ISO/IEC STANDARD This groundbreaking new title looks at the ISO/IEC 20000 Standard: the scope and the its basis on the concept of a quality management system. By explain the basic processes and functions within IT Service Management it describes for the reader some of the common concepts and definitions that are understood across the globe. It builds on this by describing the basic building blocks of the standard that can be applied to ANY service management framework: whether it is ITIL or any other. ISO/IEC 20000 An Introduction describes Service Management standards that must be attained for corporate accreditation

Texte du rabat
Note: This book is available in several languages: Dutch, Chinese, Brazilian Portuguese, English, German, French, Spanish. CONTAINS THE TEXT FOR THE FULL ISO/IEC STANDARD This groundbreaking new title looks at the ISO/IEC 20000 Standard: the scope and the its basis on the concept of a quality management system. By explain the basic processes and functions within IT Service Management it describes for the reader some of the common concepts and definitions that are understood across the globe. It builds on this by describing the basic building blocks of the standard that can be applied to ANY service management framework: whether it is ITIL or any other. ISO/IEC 20000 An Introduction describes Service Management standards that must be attained for corporate accreditation

Contenu

CONTENTS
This Introduction title commences with the fundamentals of quality management systems and will be followed by a chapter on ISO 9000 and a chapter on the backgrounds of ISO/IEC 20000.
The scope of ISO/IEC 20000 is described in section 3, part 1: the scope of ISO/IEC 20000. After this, part 2 of section 3 embarks on terminology.
All parts of the ISO 20000 standard are then introduced, with both requirements as well as best practices. The numbers of these chapters are the same as the chapter numbers in the actual ISO/IEC 20000 standard text.
Where possible, a graphical representation aims to clarify what parts are required by part 1 of the standards; and what parts are best practice guidance offered by part 2.
ITIL® best practice guidance is given, both to refresh the memories of those already having accomplished ITIL Foundation Certification, as well as to help the interested reader not aiming at ISO20000 Foundation certification to complete the picture.
After presenting you with the standard, we embark on the ISO 20000 Foundations exam, its requirements and how to prepare for it. We'll also provide you with some sample questions.
The last chapter of this guide explains how benchmarking can help to pave the way to organizational Certification; how benchmarking can provide added value to organizations that have already been certified; and how one can effectively benchmark an organization on ISO 20000 criteria.