A quick and accessible guide to a universally adopted standard. The goal of this Pocket Guide is to promote awareness of ISO 20000 as a valid standard for IT Services organisations; to support ISO 20000 training and certification; and to provide a quick reference to the core content of ISO 20000 for practitioners. The book is aimed at practitioners, trainers and students who work in IT as well as in other environments.
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This groundbreaking new title looks at the ISO/IEC 20000 standard and its basis in the context of a quality management system. By explaining the basic processes and functions within IT Service Management, it describes for the reader some of the common concepts and definitions that are understood across the world. It builds on this by describing the basic building blocks of the standard that can be applied to ANY Service Management framework.
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A quick and accessible guide to a universally adopted standard. This standard is aligned with ITIL which is also very widely known and used. ISO/IEC 20000 describes Service Management standards that must be attained for corporate accreditation
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