Achieving ISO/IEC 20000: Management Decisions 2nd Edition

Description

This book covers:

    * The background to ISO/IEC 20000

    * A comparison to other standards and best practice material

    * Compliance and certification audits

    * The scope of service management

    * Building the business case for achieving ISO/IEC 20000

    * Preparation for an audit and using ISO/IEC 20000 to select your supplier.

It is acknowledged that service management processes, running in parallel with technology, can make or break the quality of a service and in many cases provide the differentiator between business competitors.

Generally, the largest percentage of IT spend in an organization is on the day-to-day support costs, which are in turn strongly influenced by the effectiveness of service management processes.

This climate has created a need for independent methods of assessing the quality and management of services. A leading example is the first international quality standard for service management, ISO/IEC 20000. ISO/IEC 20000 was based on BS 15000, which has been withdrawn.

ISO/IEC 20000 also represents international recognition that service management is an international business with supply chains crossing national boundaries.

Using best practice service management and achieving ISO/IEC 20000 means that senior IT managers 'walk the talk', as their leadership makes or breaks the ability of the whole service provider to achieve best practice.

Important terms that are used in management system standards, where the exact meaning of terms is important to the correct interpretation of the standard, are also explained, including the differences between the terms 'shall', 'should' and notes.

This book also covers the requirements and recommendations for documents and records, which is a management responsibility requirement of ISO/IEC 20000-1 Information technology. Service management. Specification.

CONTENTS:

* Foreword

    * Introduction

    * The scope of ISO/IEC 20000

    * Why ISO/IEC 20000?

    * Other standards and best practices

    * Compliance and certification audits

    * Scoping for service management

    * Building the business case for ISO/IEC 20000

    * Preparing for an audit

    * Documents and records

    * Using ISO/IEC 20000 to select your service provider

    * Terminology in ISO/IEC 20000 and certification schemes

    * ISO/IEC 20000 requirements in summary

    * Bibliography and further information

    * Books in the 'Achieving ISO/IEC 20000' series