Implementing Service Quality based on ISO/IEC 20000 gives a clear and detailed breakdown of the explanations of the individual processes outlined in 2011 edition of the ISO 20000 Standard. It explains step-by step how to carry out a successful implementation

About the Author

Michael Kunas ist ein ISO/IEC 20000 Lead-Auditor und ITSM-Consultant mit �ber 15 Jahren Erfahrung in allen Bereichen der Informatik. Er verf�gt �ber langj�hrige, weltweite Erfahrung als Berater, Dozent und Sprecher auf Konferenzen zum Thema ISO/IEC 20000 und den damit verbundenen Frameworks und Methoden. Er war Co-Autor eines Buches �ber Mathcad Software und hat Artikel zum Thema IT-Service-Management, ITIL und ISO/IEC 20000 in spanischen Computerzeitungen, wie z.B. „Data TI“ und „Computerworld“, herausgegeben.

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