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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 5: REQUIREMENTS FOR A SERVICE MANAGEMENT SYSTEM

In order to successfully realise service quality, the first process group of the ISO/IEC 20000 Standard defines the principles of a successful implementation of the service management system. This service management system allows us to manage and implement our IT services effectively.

The Standard is asking for a service management system which satisfies the following:

 

• Management responsibility

• Governance of processes operated by other parties

• Documentation management (policies and plans, service documentation, procedures, process and process control records)

• Resource management.

How can we build such a service management system that covers the above requirements? In which documents/process ...

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