TY  - BOOK
AU  - Kunas,Michael
ED  - Ohio Library and Information Network
TI  - Implementing service quality based on ISO/IEC 20000: a management guide, third edition 
SN  - 9781849284431
AV  - T58.64 .K86 2012beb
PY  - 2012///
CY  - Cambridgeshire, United Kingdom
PB  - IT Governance Publishing
KW  - Information technology
KW  - Management
KW  - Business enterprises
KW  - Standards
KW  - Computer service industry
KW  - Customer services
N1  - 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
N2  - 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!
UR  - https://learning.oreilly.com/library/view/~/9781849284448/?ar
ER  -