MARC details
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| fixed length control field |
02732cam a2200409Ii 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
OCoLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20230712110028.0 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781849284431 |
| Qualifying information |
(electronic bk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| Canceled/invalid ISBN |
9781849284028 |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
B24X7 |
| Language of cataloging |
eng |
| Description conventions |
rda |
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pn |
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B24X7 |
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OCLCO |
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DKC |
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OCLCQ |
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BRF |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
Eng |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
T58.64 |
| Item number |
.K86 2012beb |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
COM000000 |
| Source |
bisacsh |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Kunas, Michael, |
| Relator term |
author |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Implementing service quality based on ISO/IEC 20000 : |
| Remainder of title |
a management guide, third edition / |
| Statement of responsibility, etc. |
Michael Kunas |
| 246 30 - VARYING FORM OF TITLE |
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| Title proper/short title |
Service quality based on ISO/IEC 20000 |
| 250 ## - EDITION STATEMENT |
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| Edition statement |
Second edition |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
Cambridgeshire, United Kingdom : |
| Name of producer, publisher, distributor, manufacturer |
IT Governance Publishing, |
| Date of production, publication, distribution, manufacture, or copyright notice |
2012 |
| 264 #4 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Date of production, publication, distribution, manufacture, or copyright notice |
©2012 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
106 pages |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Content type code |
txt |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
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| Media type term |
computer |
| Media type code |
c |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
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| Carrier type term |
online resource |
| Carrier type code |
cr |
| Source |
rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
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 |
| 506 ## - RESTRICTIONS ON ACCESS NOTE |
|---|
| Terms governing access |
Available to OhioLINK libraries |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
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! |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Information technology |
| General subdivision |
Management |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Business enterprises |
| General subdivision |
Information technology |
| -- |
Management |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Information technology |
| General subdivision |
Management |
| -- |
Standards |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Computer service industry |
| General subdivision |
Management |
| -- |
Standards |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services |
| General subdivision |
Management |
| -- |
Standards |
| 710 2# - ADDED ENTRY--CORPORATE NAME |
|---|
| Corporate name or jurisdiction name as entry element |
Ohio Library and Information Network |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
|---|
| Relationship information |
Print version: |
| Main entry heading |
Kunas, Michael. |
| Title |
Implementing service quality based on ISO/IEC 20000. |
| Edition |
Third edition. |
| Place, publisher, and date of publication |
Ely, Cambridgeshire, UK : IT Governance Publishing, 2012 |
| International Standard Book Number |
9781849284424 |
| Record control number |
(OCoLC)821267826 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Public note |
Connect to resource |
| Uniform Resource Identifier |
<a href="https://learning.oreilly.com/library/view/~/9781849284448/?ar">https://learning.oreilly.com/library/view/~/9781849284448/?ar</a> |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Koha item type |
Books |