Achieving ISO/IEC 20000: Managing End-to End Service 2nd Edition

Description

This book describes the supply chains that are commonly managed by service level management, business relationship management and supplier management, which are the requirements in ISO/IEC 20000-1.

It describes the interfaces between suppliers, the service provider and one or many customers.

This book also includes useful tips for aspects of end-to-end service, such as the role of service level agreements (SLAs), service reviews, customer satisfaction and complaints procedures.

It is common practice for an organization to develop service level agreements (SLAs), and to implement parts of the service level management process early in a service improvement programme. A form of supplier management may already be in place, but it may function in isolation and without links to other processes, such as service level management. Business relationship management is often only given priority by commercial service providers that charge for their services.

Only service providers who recognize the importance of the three processes of service level management, business relationship management and supplier management, and the need for these three processes to work closely together, have any chance of implementing an effective supply chain for the delivery of their services. Only those service providers that implement all three processes are able to understand and meet their customers' business needs effectively.

In contrast, service providers who ignore this aspect of service management are only likely to realize that their customers are dissatisfied with their service when the relationship between the service provider and the customer has already started to break down. This could make it even harder for the service provider to put improvements in place.

ISO/IEC 20000 places emphasis on the need for service management processes to be integrated, and for processes such as the three described in this book not to operate independently of each other, even if the processes are the responsibility of separate parts of the service provider's organization.

CONTENTS:

* Introduction

    * End-to-end service

    * The supply chain

    * Organizations involved in end-to-end services

    * Service level management (ISO/IEC 20000-1, 6.1)

    * Business relationship management (ISO/IEC 20000-1, 7.2)

    * Supplier management (ISO/IEC 20000-1, 7.3)

    * Process integration

    * Policy, process and procedure

    * The PDCA cycle of improvements

    * Review meetings

    * ISO/IEC 20000 requirements in summary

    * Bibliography and further information

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