Synopsis
The Essential ISO/IEC 20000 Executive s Guide captures the experiences of ITpreneurs and three global companies who have been involved in some of the first, and the largest ISO/IEC 20000 implementations on earth. Written by thought leaders and experienced practitioners in the ITIL/ITSM domains, Alan Nance, Denise Underwood and K.S.Franklin et al, this book is a must-read for organizations interested in adopting the ISO/IEC 20000 standard. The book describes the business context and the business benefits of ISO/IEC 20000 certification, and is very useful in the decision making process of companies considering undergoing certification. The three case study companies are: ACS, Hitachi and Wipro.
About the Author
ALAN NANCE Driving force behind the creation and completion of this book Author of the Foreword, Chapter 2, An Executive View of ISO/IEC 20000, and Chapter 4, Case Study: Executive Summary Alan is a distinguished Fellow of the Institute of Service Management; he was one of the first Service Management Master s certified consultants and on the founding board of the itSMF. For over 20 years, Alan has been an innovative leader within the Service Management discipline. Joining Fokker Aircraft (now part of Airbus) from General Electric in 1984, Alan led a team that pioneered Unattended Operations and Integrated Service Management based on IBM s ISMA. The result was recognized as one of the world s premier unattended data centers. During his tenure as General Manager at Pink Elephant, he was one of the founding brothers of what is now known as ITIL. As Founder and Managing Partner of Quint Wellington Redwood, he stood at the helm of many successful ITSM projects in Europe. Alan was one of the first examiners and trainers accredited by the ISEB and EXIN, and he has been involved in the development of many Service Management innovations over the years, including the concept of assessments like Pink Scan and QuintQuest, the ITIL Essentials now known as Foundations course, mobilization workshops, and many of the prominent reference models used today, such as IPW, AURRA, and the HP ITSM reference model. In 1997, Alan joined Hewlett-Packard where, first as Consulting Leader and later as the head of The Americas IT Operations, he sponsored and led the implementation of ITSM within the company. Later, as Senior Director for Strategic Engagements, Alan was responsible for strategic outsourcing in the Financial Services sector and pioneered the concept of transformational outsourcing based on Service Management principles. Since 2006, Alan has been President of ITpreneurs, the preferred source of IT best practice content, such as ITIL, ISO/IEC 20000, IT Governance, and COBIT for many of the top companies in the world. In this role, he is responsible for strategy and the development of products and concepts and customer advocacy to ITpreneurs clients and partners. Alan has assisted executives in many companies to develop and execute their Service Management strategy, including Chevron, Merrill Lynch, General Electric, Goldman Sachs, State Farm Insurance, KPN, AutoNation, Rabobank, Mahindra and Mahindra, Deutsche Bank, Credit Suisse, AKZO Nobel, Hewlett-Packard, Union Carbide, Eaton Corporation, and Lucent Technologies. Alan studied Sociology at the University of Amsterdam and Business Administration at Nijenrode University - Netherlands School of Business and Wharton School, University of Pennsylvania.
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