Implementing service quality based on ISO/IEC 20000 : a management guide, third edition /
Kunas, Michael,
Implementing service quality based on ISO/IEC 20000 : a management guide, third edition / Service quality based on ISO/IEC 20000 Michael Kunas - Second edition - 106 pages
Includes bibliographical references
Introduction to ISO/IEC 20000 -- Service quality and ISO/IEC 20000 -- The ISO/IEC 20000 family and emerging related standards -- Frameworks and management system integration -- Requirements for a service management system -- Scope definition -- Gap analysis -- Planning and implementing service management -- Design and transition of new or changed services -- Service delivery processes -- Relationship processes -- Resolution processes -- Control processes -- Preparing for the audit
Available to OhioLINK libraries
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. Your streamlined management processes will enable you to offer first-class customer service at competitive prices. The impact on your profit margins is clear!
9781849284431
Information technology--Management
Business enterprises--Information technology--Management
Information technology--Management--Standards
Computer service industry--Management--Standards
Customer services--Management--Standards
T58.64 / .K86 2012beb
Implementing service quality based on ISO/IEC 20000 : a management guide, third edition / Service quality based on ISO/IEC 20000 Michael Kunas - Second edition - 106 pages
Includes bibliographical references
Introduction to ISO/IEC 20000 -- Service quality and ISO/IEC 20000 -- The ISO/IEC 20000 family and emerging related standards -- Frameworks and management system integration -- Requirements for a service management system -- Scope definition -- Gap analysis -- Planning and implementing service management -- Design and transition of new or changed services -- Service delivery processes -- Relationship processes -- Resolution processes -- Control processes -- Preparing for the audit
Available to OhioLINK libraries
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. Your streamlined management processes will enable you to offer first-class customer service at competitive prices. The impact on your profit margins is clear!
9781849284431
Information technology--Management
Business enterprises--Information technology--Management
Information technology--Management--Standards
Computer service industry--Management--Standards
Customer services--Management--Standards
T58.64 / .K86 2012beb