Download or read book Implementing Service Quality Based on ISO/IEC 20000 written by Michael Kunas and published by It Governance Limited. This book was released on 2011-05 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: ISO/IEC 20000 is an important international standard forIT service providers. Implementation and certificationwill improve your business processes and practices. Itwill reassure your customers that your company isefficient, reliable and trustworthy. Customers willreturn because they know from experience that yourservice is second to none. This step-by-step managementguide will benefit all who have a role in theimplementation and certification process. Written forcompanies of any size in any location, it: - gives aclear and detailed breakdown of the 2011 edition of theStandard - identifies the role of ISO/IEC 20000 and otherrelated standards, as well as ITIL and COBIT and therelationship between them - explains what is really meantby 'quality' - establishes the importance of a servicemanagement system and gives practical recommendations forits implementation - tells you how to prepare for audit,including carrying out a Gap Analysis - offers anexplanation of the individual processes outlined in theStandard and gives clear guidelines for theirimplementation.