BIBLIOGRAFÍA

• ISO/IEC 20000-1:2011 Information technology – Service management – Part 1: Service management system requirements.

• ISO/IEC 20000-2:2012 Information technology – Service management – Part 2: Guidance on the application of service management systems.

• ISO/IEC TR 20000-3:2009 Information technology – Service management – Part 3: Guidance on scope definition and applicability of ISO/IEC 20000-1.

• ISO/IEC TR 20000-4:2010 Information technology – Service management – Part 4: Process reference model.

• ISO/IEC TR 20000-5:2010 Information technology – Service management – Part 5: Exemplar implementation plan for ISO/IEC 20000-1.

• BrightTALK webcast: Destination ISO/IEC 20000: Industry News and Updates webcast, Channel: itSMF USA, ...

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