Jan Van Bon, Leo van Selm

ISO/IEC 20000 an Introduction

• Broschiertes Buch

Produktbeschreibung

CONTAINS THE TEXT FOR THE FULL ISO/IEC STANDARD This groundbreaking new title looks at the ISO/IEC 20000 Standard: the scope and the its basis on the concept of a quality management system. By explain 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 globe. It builds on this by describing the basic building blocks of the standard that can be applied to ANY service management framework: whether it is ITIL or any other. ISO/IEC 20000 An Introduction describes Service Management standards that must be attained for corporate accreditation

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Produktdetails

• Best Practice Series
• Verlag: Van Haren Publishing / Van Haren Publishing BV
• Seitenzahl: 238
• Erscheinungstermin: 29. Februar 2008
• Englisch
• Abmessung: 241mm x 171mm x 14mm
• Gewicht: 521g
• ISBN-13: 9789087530815
• ISBN-10: 9087530811
• Artikelnr.: 23263151

Autorenporträt

Jan van Bon is responsible for managing the content of the ITSM Library which is published on behalf of ITSMF International. He represents itSMF-NL on itSMF-International's Publication Committee. During the last 8 years he produced around 40 books on IT S

Inhaltsangabe

CONTENTS
This Introduction title commences with the fundamentals of quality
management systems and will be followed by a chapter on ISO 9000 and a
chapter on the backgrounds of ISO/IEC 20000.
The scope of ISO/IEC 20000 is described in section 3, part 1: the scope of
ISO/IEC 20000. After this, part 2 of section 3 embarks on terminology.
All parts of the ISO 20000 standard are then introduced, with both
requirements as well as best practices. The numbers of these chapters are
the same as the chapter numbers in the actual ISO/IEC 20000 standard text.
Where possible, a graphical representation aims to clarify what parts are
required by part 1 of the standards; and what parts are best practice
guidance offered by part 2.
ITIL® best practice guidance is given, both to refresh the memories of
those already having accomplished ITIL Foundation Certification, as well as
to help the interested reader not aiming at ISO20000 Foundation
certification to complete the picture.
After presenting you with the standard, we embark on the ISO 20000
Foundations exam, its requirements and how to prepare for it. We'll also
provide you with some sample questions.
The last chapter of this guide explains how benchmarking can help to pave
the way to organizational Certification; how benchmarking can provide added
value to organizations that have already been certified; and how one can
effectively benchmark an organization on ISO 20000 criteria.