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Implementing Service Quality based on ISO/IEC 20000: A Management Guide, Third Edition

Book Description

A guide to ISO/IEC 20000 - implementation and certification

ISO/IEC 20000 is an important international standard for IT service providers. Implementation and certification will improve your business processes and practices. It will reassure your customers that your company is efficient, reliable and trustworthy. Customers will return because they know from experience that your service is second to none.

Use ISO20000 to win customers

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 impact on your profit margins is clear!

Learn to implement ISO/IEC 20000

This step-by-step management guide will benefit all who have a role in the ISO/IEC 20000 implementation and certification process. Written for companies of any size in any location, it:

  • gives a clear and detailed breakdown of the 2011 edition of the ISO 20000 Standard
  • identifies the role of ISO/IEC 20000 and other related standards, as well as ITIL and COBIT and the relationship between them
  • explains what is really meant by 'quality'
  • establishes the importance of a service management system and gives practical recommendations for its implementation
  • tells you how to prepare for audit, including carrying out a Gap Analysis
  • offers an explanation of the individual processes outlined in the Standard and gives clear guidelines for their implementation.

ISO20000 aligned to EXIN programmes

This book offers a considerable amount of practical advice and recommendations on how to prepare for audit and implementation, making your journey to certification as smooth as possible.

It is also the ideal companion to the EXIN IT Service Management based on ISO/IEC 20000 programme. The Foundation level and Associate level of the EXIN programme are now completely aligned to the book.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Contents
  5. Forword
  6. Preface
  7. About The Author
  8. Acknowledgements
  9. Introduction
  10. Chapter 1: Introduction to ISO/IEC 20000
    1. What are the benefits of implementing and certifying according to ISO/IEC 20000?
  11. Chapter 2: Service Quality and ISO/IEC 20000
    1. What is quality?
  12. Chapter 3: The ISO/IEC 20000 Family and Emerging Related Standards
    1. ISO/IEC 20000-1:2011
    2. ISO/IEC 20000-2:2012
    3. ISO/IEC 20000-3:2012
    4. ISO/IEC TR 20000-4:2010
    5. ISO/IEC TR 20000-5:2010
    6. ISO/IEC 20000-7
    7. ISO/IEC 20000-10
    8. ISO/IEC 20000-11
    9. ISO/IEC 15504-8:2010
    10. ISO/IEC 90006
    11. ISO/IEC 27013
    12. ISO/IEC 19770
  13. Chapter 4: Frameworks and Management System Integration
    1. ISO9000
    2. ISO14000
    3. ISO/IEC 27000
    4. ITIL
    5. COBIT®
    6. Six Sigma®
    7. CMMI® for Services
  14. Chapter 5: Requirements for a Service Management System
    1. Management responsibility
    2. Governance of processes operated by other parties
    3. Documentation management
    4. Resource management
  15. Chapter 6: Scope Definition
    1. ISO/IEC TR 20000-3:2012
  16. Chapter 7: Gap Analysis
  17. Chapter 8: Planning and Implementing Service Management
    1. Plan
    2. Do
    3. Check
    4. Act
  18. Chapter 9: Design and Transition of New or Changed Services
    1. Plan new or changed services
    2. Design and development of new or changed services
    3. Transition of new or changed services
  19. Chapter 10: Service Delivery Processes
    1. Service level management
    2. Service reporting
    3. Service continuity and availability management
    4. Service continuity plan and test
    5. Budgeting and accounting for IT services
    6. Capacity management
    7. Information security management
  20. Chapter 11: Relationship Processes
    1. Business relationship management
    2. Supplier management
  21. Chapter 12: Resolution Processes
    1. Incident and service request management
    2. Problem management
  22. Chapter 13: Control Processes
  23. Configuration management
    1. Change management
    2. Release management
  24. Chapter 14: Preparing for the Audit
  25. Appendix A: Bibliography
  26. ITG Resources