ISO/IEC 20000 An Introduction
1st Edition
Published on 3. March 2008
238 pages
978-90-8753-194-2 (ISBN)
Description
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
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Content
1 - Foreword [Seite 6]
2 - Acknowledgements [Seite 8]
3 - Contents [Seite 10]
4 - Chapter 1 Introduction [Seite 12]
4.1 - 1.1 How to use this study guide [Seite 13]
5 - Chapter 2 The principles of service quality management [Seite 16]
5.1 - 2.1 Understanding quality [Seite 16]
5.2 - 2.2 Understanding service [Seite 25]
5.3 - 2.3 Understanding IT Service Management [Seite 31]
5.4 - 2.4 Understanding processes [Seite 33]
5.5 - 2.5 Understanding continual improvement [Seite 38]
6 - Chapter 3 Understanding the position of ISO 20000 in IT Service Management [Seite 42]
6.1 - 3.1 Understanding the landscape of standards and frameworks [Seite 42]
6.2 - 3.2 Understanding the concepts of certifi cation practices [Seite 43]
6.3 - 3.3 Understanding the concept of ISO 20000 [Seite 52]
7 - Chapter 4 The specifications and code of practice for ISO 20000 [Seite 70]
7.1 - 4.1 Management and improvement of ITSM Processes [Seite 71]
7.2 - 4.2 Control of IT services [Seite 96]
7.3 - 4.3 Alignment of IT and the Business [Seite 131]
7.4 - 4.4 Delivery of IT services [Seite 163]
7.5 - 4.5 Support of IT services [Seite 197]
8 - Chapter 5 The ISO/IEC 20000 Foundation exam [Seite 216]
8.1 - 5.1 Prerequisites [Seite 217]
8.2 - 5.2 Exam format [Seite 217]
8.3 - 5.3 Dispute [Seite 218]
8.4 - 5.4 Preparing for the ISO/IEC 20000 Foundation exam [Seite 218]
8.5 - 5.5 Sample Questions [Seite 219]
9 - List of acronyms [Seite 227]
10 - Sources [Seite 229]
11 - Index [Seite 232]
2 - Acknowledgements [Seite 8]
3 - Contents [Seite 10]
4 - Chapter 1 Introduction [Seite 12]
4.1 - 1.1 How to use this study guide [Seite 13]
5 - Chapter 2 The principles of service quality management [Seite 16]
5.1 - 2.1 Understanding quality [Seite 16]
5.2 - 2.2 Understanding service [Seite 25]
5.3 - 2.3 Understanding IT Service Management [Seite 31]
5.4 - 2.4 Understanding processes [Seite 33]
5.5 - 2.5 Understanding continual improvement [Seite 38]
6 - Chapter 3 Understanding the position of ISO 20000 in IT Service Management [Seite 42]
6.1 - 3.1 Understanding the landscape of standards and frameworks [Seite 42]
6.2 - 3.2 Understanding the concepts of certifi cation practices [Seite 43]
6.3 - 3.3 Understanding the concept of ISO 20000 [Seite 52]
7 - Chapter 4 The specifications and code of practice for ISO 20000 [Seite 70]
7.1 - 4.1 Management and improvement of ITSM Processes [Seite 71]
7.2 - 4.2 Control of IT services [Seite 96]
7.3 - 4.3 Alignment of IT and the Business [Seite 131]
7.4 - 4.4 Delivery of IT services [Seite 163]
7.5 - 4.5 Support of IT services [Seite 197]
8 - Chapter 5 The ISO/IEC 20000 Foundation exam [Seite 216]
8.1 - 5.1 Prerequisites [Seite 217]
8.2 - 5.2 Exam format [Seite 217]
8.3 - 5.3 Dispute [Seite 218]
8.4 - 5.4 Preparing for the ISO/IEC 20000 Foundation exam [Seite 218]
8.5 - 5.5 Sample Questions [Seite 219]
9 - List of acronyms [Seite 227]
10 - Sources [Seite 229]
11 - Index [Seite 232]
