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IT Service Management: ISO/IEC 20000 1:2018 - Introduction and Implementation Guide - Second edition

Author : Dolf van der Haven

Publisher : Van Haren

Page : 108 pages

File Size : 47,6 MB

Release : 2020-10-26

Category : Architecture

ISBN : 9401807035

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Book Description

The revised standard for Service Management, ISO/IEC 20000-1: 2018 is the third version of the international standard for service management, replacing the 2011 edition. It provides requirements for the planning, design, transition, delivery and improvement of a Service Management System, which is the coordinated set of policies, processes, organisational structure and people to manage services. This book introduces the ISO/IEC 20000-1 standard as well as providing extensive practical advice on implementing an SMS that conforms to the requirements. It does so by referring to the ISO/IEC 20000-1:2018 documentation toolkit, which is separately available and contains dozens of templates that allow you to provide the documented evidence necessary.



Implementing ISO/IEC 20000 Certification: The Roadmap

Author : itSMF International

Publisher : Van Haren

Page : 213 pages

File Size : 15,38 MB

Release : 2008-03-03

Category : Architecture

ISBN : 9401801347

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Book 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.



Implementing Service Quality Based on ISO/IEC20000 2nd Edition

Author : Michael Kunas

Publisher : Itgp

Page : 100 pages

File Size : 47,36 MB

Release : 2011-01-01

Category : Computer service industry

ISBN : 1849281939

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Book Description

ISO/IEC 20000 is an important international standard for IT service providers. This step-by-step management guide will benefit all who have a role in the implementation and certification process.



ISO/IEC 20000 - An Introduction

Author : Jan van Bon

Publisher : Van Haren

Page : 237 pages

File Size : 16,3 MB

Release : 2008-03-03

Category : Architecture

ISBN : 9401801339

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Book Description

Note: This book is available in several languages: Dutch, Chinese, Brazilian Portuguese, English, German, French, Spanish. CONTAINS THE TEXT FOR THE FULL ISO/IEC STANDARD This groundbreaking new title looks at the ISO/IEC 20000 Standard: the scope and the its basis on the concept of a quality management system. By explain the basic processes and functions within IT Service Management it describes for the reader some of the common concepts and definitions that are understood across the globe. It builds on this by describing the basic building blocks of the standard that can be applied to ANY service management framework: whether it is ITIL or any other. ISO/IEC 20000 An Introduction describes Service Management standards that must be attained for corporate accreditation



Implementing Service Quality based on ISO/IEC 20000

Author : Michael Kunas

Publisher : IT Governance Publishing

Page : 109 pages

File Size : 44,61 MB

Release : 2012-10-25

Category : Business & Economics

ISBN : 1849284431

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Book Description

Guides you through your ISO/IEC 20000 implementation and certification process.



Quality Management for IT Services

Author : Claus-Peter Praeg

Publisher : IGI Global

Page : 0 pages

File Size : 11,16 MB

Release : 2011

Category : Business & Economics

ISBN : 9781616928896

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Book Description

Modern business processes rely heavily on IT services. In spite of this growing dependency, as well as the rise of customer expectations for performance and quality of IT services, very little research has been done on the topic of IT service quality management. Quality Management for IT Services: Perspectives on Business and Process Performance aims to close this knowledge gap and to encourage people to spend more time researching the numerous facets of this increasingly important aspect of commercial value adding. Featuring economic and social perspectives along with practical implementation solutions, this book gives both scientists and practical experts insight into the different facets of IT service quality management.



ITSM Process Assessment Supporting ITIL (TIPA)

Author : Béatrix Barafort

Publisher : Van Haren

Page : 233 pages

File Size : 13,78 MB

Release : 1970-01-01

Category : Architecture

ISBN : 9401801266

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Book Description

The key to any successful IT Service Management solution are strong, clear processes that are fit for purpose. The continual cycle of service improvements must therefore look at the existing processes and assess how effective they are within changing business requirements. This innovative title not only looks at this fundamental process assessment, it does it using the key ISO/IEC standard in this area. In brief, this title explains the meeting between two standards: ITIL: the de facto standard in IT Service Management. ISO/IEC 15504 Information technology - Process assessment Readers can therefore be confident of a strong, well-thought out and solid approach which will help identify: The concepts of process assessment and process maturity How to plan and perform a process assessment How to use the approach How to launch an improvement process starting with an assessment project Because it focuses on 10 key processes the TIPA framework can be applied with equal success to ITILv2, ITIL v3 or to the ISO/IEC 20000. This manual will also convey valuable information for understanding the roles and differences between: process assessment, traditional conformity assessment, audit and self-assessment suite. Finally, it is illustrated with real-life case studies, which highlight what should be done and what should be avoided. The reader will thus learn process assessment based on genuine experiences.



BiSL® Next - A Framework for Business Information Management

Author : Brian Johnson

Publisher : Van Haren

Page : 193 pages

File Size : 47,62 MB

Release : 2017-02-20

Category : Architecture

ISBN : 940180611X

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Book Description

This book describes the framework of the next generation of Business Information Services Library, BiSL®. BiSL Next is a public domain standard for business information management with guiding principles, good practices and practical templates. It offers guidance for digitally engaged business leaders and those who collaborate with them, with the ultimate goal to improve business performance through better use of information and technology. Twelve elements - four drivers, four domains and four perspectives - are the basis of the guidance in BiSL Next. Target audience of this book are business managers, business information managers, business analysts, CIO’s and IT managers, as well as consultants in this field. While describing the twelve elements, the book offers them insight in the best way to manage, execute and profit from business information management in their enterprise. The book is also the official literature for the BiSL® Next Foundation exam.



Implementing the ISO/IEC 27001:2013 ISMS Standard

Author : Edward Humphreys

Publisher : Artech House

Page : 239 pages

File Size : 21,28 MB

Release : 2016-03-01

Category : Computers

ISBN : 1608079317

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Book Description

Authored by an internationally recognized expert in the field, this expanded, timely second edition addresses all the critical information security management issues needed to help businesses protect their valuable assets. Professionals learn how to manage business risks, governance and compliance. This updated resource provides a clear guide to ISO/IEC 27000 security standards and their implementation, focusing on the recent ISO/IEC 27001. Moreover, readers are presented with practical and logical information on standard accreditation and certification. From information security management system (ISMS) business context, operations, and risk, to leadership and support, this invaluable book is your one-stop resource on the ISO/IEC 27000 series of standards.



Software Process Improvement and Capability Determination

Author : Antonia Mas

Publisher : Springer

Page : 314 pages

File Size : 25,4 MB

Release : 2012-06-02

Category : Business & Economics

ISBN : 3642304397

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Book Description

This book constitutes the refereed proceedings of the 12th International Conference on Software Process Improvement and Capability Determination, SPICE 2012, held in Palma de Mallorca, Spain, in May 2012. The 21 revised full papers presented and 14 short papers were carefully reviewed and selected from numerous submissions. The papers are organized in topical sections on organizational process improvement; SPI in small and very small enterprises; process models; SPI in automotive software and security; SPI in medical and safety critical systems; short papers.