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Bibliographic Details

Title: Implementing Service Quality Based on ISO/IEC 20000: A Management Guide
Publisher: It Governance Publishing
Publication Date: 2012
Language: English
ISBN 10: 1849284423
ISBN 13: 9781849284424
Binding: Soft cover
Edition: 3rd Edition
Condition: very good

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.

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