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Implementing service quality based on ISO/IEC 20000 : a management guide, third edition / Michael Kunas

By: Contributor(s): Material type: TextTextLanguage: Eng Publisher: Cambridgeshire, United Kingdom : IT Governance Publishing, 2012Copyright date: ©2012Edition: Second editionDescription: 106 pagesContent type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9781849284431
Other title:
  • Service quality based on ISO/IEC 20000
Subject(s): Additional physical formats: Print version:: Implementing service quality based on ISO/IEC 20000.LOC classification:
  • T58.64 .K86 2012beb
Online resources:
Contents:
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
Summary: 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!
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Holdings
Item type Current library Home library Shelving location Call number Copy number Status Date due Barcode
Books Books Harare Institute of Technology Main Library Harare Institute of Technology Main Library General Collection T58.64 KUN (Browse shelf(Opens below)) 1 Available BK0013109

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!

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