ISO/IEC 20000: An Introduction

Description

ISO/IEC20000 is the Certification for organizations within the IT Service Management environment. It reflects the increasing desire to have a certification that moves beyond the individual employee. The goal of this Introduction is to provide an easy to read document that explains the nature, content and aim of ISO 20000. It should bring ISO 20000 within reach of a vast international audience at a higher speed, by providing an easy accessible Introduction:

* to promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services organisations;

* to support ISO 20000 training and certification;

* to produce a detailed guide to the core content of ISO 20000, for practitioners.

'ISO 20000: An Introduction' is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organisations, to those who are looking for a suitable approach to quality improvement issues.

CONTENTS:

Foreword

Acknowledgments

Contents

1 Introduction

2 The principles of service quality management

3 Understanding the position of ISO 20000 in IT Service Management

4 The Specifications and code of practice for ISO 20000

5 The ISO/IEC 20000 Foundation exam

List of acronyms

Sources

Index