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

PREFACE

This management guide is the result of some coincidences.

I was initially looking for a Spanish version of Alan Calder’s management guide on ISO/IEC 27000. Having made contact with Alan Calder, discussions followed and I was given the opportunity to write this management guide for the ISO/IEC 20000 Standard.

The other side of the story is as follows:

Plato said there are four things a man should do in his life:

1. That he should plant a tree.

2. That he should write a book.

3. That he should get a child.

4. That he should build a house.

One, three and four are already done, so here goes the book!