[Y955.Ebook] Download Implementing Service Quality Based on ISO/Iec 20000: 3rd Edition, by Michael Kunas
Download Implementing Service Quality Based on ISO/Iec 20000: 3rd Edition, by Michael Kunas
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Implementing Service Quality Based on ISO/Iec 20000: 3rd Edition, by Michael Kunas
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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.
- Sales Rank: #1665174 in Books
- Published on: 2012-10-18
- Original language: English
- Number of items: 1
- Dimensions: 8.50" h x .26" w x 5.51" l, .33 pounds
- Binding: Paperback
- 122 pages
Most helpful customer reviews
0 of 0 people found the following review helpful.
Too brief to be of much value, even at the introductory level
By ICarryOn
With ISO/IEC 20000 official standard documents each costing more than $100 for each part, it is very tempting to purchase a 3rd-party publication, which provides a comprehensive enough overview of the standard at a small fraction of the cost. This book is not a good choice, because it does not offer much more than descriptions of the corresponding documents, which can be found elsewhere at no cost.
0 of 0 people found the following review helpful.
A very, very basic guide for IT Service Mangament
By Paul Jim�nez
This book is great! the contents is a basic knowlege that we whant to obtain for the EXIN exam. Thanks
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