Kunas, Michael, <br/><br/>
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 
<br/><br/>Includes bibliographical references 
<br/><br/>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 
<br/><br/> Available to OhioLINK libraries 
<br/><br/> 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! 
<br/><br/><label>ISBN: </label>9781849284431 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Information technology--Management<br/>Business enterprises--Information technology--Management<br/>Information technology--Management--Standards<br/>Computer service industry--Management--Standards<br/>Customer services--Management--Standards
<br/><br/><label>LC Class. No.: </label>T58.64  / .K86 2012beb