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

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CHAPTER 4: FRAMEWORKS AND MANAGEMENT SYSTEM INTEGRATION

ISO/IEC 20000 is designed to harmonise with management systems based on the Deming Cycle, like ISO9001, ISO14001 and ISO27001. This makes it possible to develop a completely integrated management system that can achieve certification to ISO/IEC 20000, ISO9001, ISO14001 and ISO27001.

ISO9000

ISO9000 refers to a set of standards of quality and continuous quality management, established by the International Organization for Standardization (ISO). They can be applied to any organisation or activity producing goods or services.

The rules include both the minimum contents and the specific guidelines and implementation tools, such as audit methods. ISO9000 specifies how an organisation operates, ...

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