ISO/IEC 20000 Certification and Implementation Guide - Standard Introduction, Tips for Successful ISO/IEC 20000 Certification, FAQs, Mapping Responsibilities, Terms, Definitions and ISO 20000 Acronyms
Claire Engle,Jackie Brewster,Gerard Blokdijk | 2008-05-23 00:00:00 | Emereo Pty Ltd | 84 | Total Quality Management
The Art of Service has collected the experiences of organizations, quality managers and auditors who have actually worked with the present version of the ISO 20000 standard. This hard-won experience is presented here in this leading guide to understanding and satisfying the requirements of ISO/IEC 20000, and to applying the principles that underpin this internationally recognized family of standards for managing and communicating quality of IT Service Management Processes. The best-selling ISO/IEC 20000 quality management handbook from one of the worlds leading experts on the ISO 20000 family of standards. Fully updated with the latest experiences of successfully working with the standard from industry and the service sector, plus quality auditors. Analyses each section, clause and requirement in detail, with practical implementation guidance. Whether establishing an ISO/IEC 20000 quality management system for the first time, or upgrading an existing system, this handbook is ideal for students, practitioners, managers, instructors and auditors. It is supported by a wide range of solutions, FAQs, tips for implementers, and a glossary of terms that will be invaluable in any sector, industry, business or organization.
Reviews
This book provides no useful information as to how to take an IT project to compliance with the ISO 20K Standard. It gives you an overview of how to get certified but the "meat" of all the hard work is totally lacking. This book is not going to be useful to you one bit if you are looking for nitty gritty IT related implementation guidance for the ISO 20k Standard. It appears to have been written by a sort of audit or consulting firm not someone with IT project management or implementation experience.
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