IT Service Management: ISO/IEC 20000:2018 - Introduction and Implementation Guide
Paperback Engels 2020 9789401807012Samenvatting
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.
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Inhoudsopgave
2. Service management — why is it needed?
3. The ISO/IEC 20000 standard
4. Implementing the requirements of ISO/IEC 20000-1 – general considerations
5. Implementing the requirements of ISO/IEC 20000-1 – practical guidance on documented information
6. Implementing the requirements of ISO/IEC 20000-1:2018 – running the SMS and the services
7. Certification
8. Beyond ISO/IEC 20000
Appendices
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