Implementing ISO/IEC 20000

Description

ISO/IEC 20000 is the corporate standard for achieving quality within IT Service Management. As individuals achieve success in Service Management frameworks such as ITIL, many organizations have identified the benefits of making the jump to full corporate accreditation. But, having made the decision to invest in this standard, what is the best way to implement adoption in an efficient and successful way?

This thorough, practical guide has been put together by real experts with real experience of how ISO/IEC 20000 works in the workplace and in the real world.

    * Part A of this title covers the step by step description of the ISO 20000 implementation process.

    * Part B contains real case studies from organizations who have successfully achieved ISO/IEC accreditation.

This Official itSMF guide is unique in that it not only describes the implementation process. It also suggests solutions to common problems and set-backs. An understanding of the many business pressures means that practical guidance on the business case, measuring success (or not), or the need for quick wins are all included in this book, making it an invaluable companion for all those working on an implementation project.

A sister guide to the hugely successful Official itSMF 'Introduction to ISO/IEC 20000' book, readers will find that this book becomes a key asset in delivering a practical, down to earth implementation program. Foreword by John Stewart of OGC.

CONTENTS:

Part I: General guidelines on ISO 20000 implementation and certification

1 Introduction to ISO 200000

2 The road to certification: planning and preparation

3 The certification step-by-step

4 Retaining the certificate

5 Evaluate business case

Part II: ISO 20000 Certification case studies

Case 1: Electronic Data Systems IT Outsourcing

Case 2: Fujitsu FIP Corporation

Case 3: ING Service Centre Budapest (SCB)

Case 4: Marval

Case 5: NCS Pte Ltd, Singapore

Case 6: Nippon Securities Technology Co., Ltd, Japan