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Implementing service quality based on ISO/IEC 20000 : a management guide, third edition / Michael Kunas

Author
Kunas, Michael
Additional Titles
Service quality based on ISO/IEC 20000
Published
Ely, Cambridgeshire, United Kingdom : IT Governance Publishing, 2012.
Copyright Date
©2012
Edition
Third edition.
Physical Description
1 online resource (109 pages)
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Contents
Introduction to ISO/IEC 20000 -- Service quality and ISO/IEC 20000 -- The ISO/IEC 20000 family and emerging related standards -- Frameworks and management system integration -- Requirements for a service management system -- Scope definition -- Gap analysis -- Planning and implementing service management -- Design and transition of new or changed services -- Service delivery processes -- Relationship processes -- Resolution processes -- Control processes -- Preparing for the audit.
Summary
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!
Subject(s)
Genre(s)
ISBN
9781849284431 (electronic bk.)
1849284431 (electronic bk.)
1849284423
9781849284424
1849284431
Bibliography Note
Includes bibliographical references.
View MARC record | catkey: 37428156