Implementing Service Quality Based on ISO/IEC 20000 : 3rd Edition

Michael Kunas

ISBN 10: 1849284423 / ISBN 13: 9781849284424

Published by ITGP, 2012

About this Item

nach der Bestellung gedruckt Neuware - Printed after ordering - ISO/IEC 20000 is an important international standard for IT service providers. Implementation and certification will improve your business processes and practices and will reassure your customers that your company is efficient, reliable and trustworthy. Customers will return because they know from experience that your service is second to none. 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, enabling you to streamline your management processes and offer first-class customer service at competitive prices. This newly revised, up-to-date, step-by-step management guide will benefit all who have a role in the implementation and certification process. Written for companies of any size, anywhere, it gives a clear and detailed breakdown of the 2011 edition of the Standard and examines its relationship with other related standards, ITIL®, COBIT®, Six Sigma®, CMMI® and ISO/IEC 27000. It offers a considerable amount of practical advice and recommendations on how to prepare for audit and implementation, making your journey to certification as smooth as possible! Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 15 years' experience in all areas of computer science. He has many years' experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld. A practical guide that will give your company the 'leading edge' in service quality.

Seller Inventory # 9781849284424

Bibliographic Details

• Title: Implementing Service Quality Based on ISO/IEC 20000 : 3rd Edition
• Publisher: ITGP
• Publication Date: 2012
• Language: English
• ISBN 10: 1849284423
• ISBN 13: 9781849284424
• Binding: Taschenbuch
• Edition: 3rd Edition
• Condition: Neu
• Dimensions: 216W x 140H x 8D millimeters 216 millimeters width by 140 millimeters height by 8 millimeters depth
• Weight: 165 grams

About this title

Synopsis

Many customers 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 positive impact on your profit margins is just one of the benefits that certification can give you.

About the Author

Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 20 years’ experience in all areas of computer science. He has many years’ experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld.