ISO/IEC 20000 - Eine Einführung

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

CONTENTS Introduction 1.1 How to use this guide 2 The principles of service quality management 2.1 Understanding quality 2.2 Understanding service 2.3 Understanding IT Service Management 2.4 Understanding processes 2.5 Understanding continual improvement 3 Understanding the position of ISO 20000 in IT Service Management 3.1 Understanding the landscape of standards and frameworks 3.2 Understanding the concepts of certification practices 3.3 Understanding the concept of ISO 20000 4 The specifications and code of practice for ISO 20000 4.1 Management and improvement of ITSM Processes 4.2 Control of IT services 4.3 Alignment of IT and the Business 4.4 Delivery of IT services 4.5 Support of IT services Links and literature