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ISO/IEC 20000 is the corporate standard for achieving quality within IT Service Management. As individuals achieve success in IT Service Management frameworks such as ITIL®, many organizations have identified the benefits of making the jump to full corporate compliance with an international standard: a systemic approach to IT Service Management quality which supports increased efficiencies in the workplace; a Service Management operation that supports a competitive position in the marketplace; the marketing and branding benefits of full ISO/IEC certification; increased requirements by many clients for this standard from their suppliers; using individual exam and training achievements to support wider corporate compliance. This groundbreaking new title looks at this standard, and covers the scope of ISO/IEC 20000 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 - whether it is ITIL or any other. This Official itSMF title is the global, authoritative guide to this important, worldwide standard and contains: the principles of IT Service Quality Management; an explanation of the position of ISO/IEC 20000 in IT service; the specifications and code of practice for ISO/IEC 20000; and preparation for the individual ISO/IEC 20000 Foundation exams. It rightly deserves its place on the desk of any IT Service Managers who are adopting a resilient approach to organizational best practice within their organization. This title complements the EXIN and TÜV SÜD Examinations.
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I reviewed the final draft and once again, impressed with the content quality! I'm sure it will be a popular book! --Silvia Prickel, Managing Director, Service Management, United Airlines
Good job. I look forward to using this book in classes in the future. --Bryan Shoe, Process Catalyst Solutions LLC., and member of the EXIN ISO/IEC 20000 development team
This book is a great introduction to ISO/IEC 2000, which includes the wording of the full ISO/IEC 20000 and an overall background on the concepts of quality and related standards and frameworks. It explains and relates all the components of ISO/IEC 20000 in a way that is easy to understand. This book will be very helpful in our upcoming ISO/IEC 20000 courses. --Gabriel Arreguin. Global Lynx Mexico
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