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ISO/IEC 20000 an Introduction de Jan van Bon

ISO/IEC 20000 an Introduction

Autor Jan van Bon, Leo van Selm
en Limba Engleză Paperback – 29 feb 2008
ISO/IEC20000 is the Certification for organizations within the IT Service Management environment. It reflects the increasing desire to have a certification that moves beyond the individual employee. The goal of this Introduction is to provide an easy to read document that explains the nature, content and aim of ISO 20000. It should bring ISO 20000 within reach of a vast international audience at a higher speed, by providing an easy accessible Introduction:

• to promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services organisations;
• to support ISO 20000 training and certification;
• to produce a detailed guide to the core content of ISO 20000, for practitioners.
‘ISO 20000: An Introduction’ is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organisations, to those who are looking for a suitable approach to quality improvement issues.
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Specificații

ISBN-13: 9789087530815
ISBN-10: 9087530811
Pagini: 238
Dimensiuni: 171 x 241 x 14 mm
Greutate: 0.52 kg
Editura: Van Haren Publishing BV

Descriere

This introduction provides an easy-to-read document that explains the nature, content and aim of ISO 20000. It is aimed at a broad range of practitioners, trainers and students, who work in IT as well as in other environments.

Notă biografică

Jan van Bon is responsible for managing the content of the ITSM Library which is published on behalf of ITSMF International. He represents itSMF-NL on itSMF-International's Publication Committee.
During the last 8 years he produced around 40 books on IT S

Cuprins

CONTENTS
This Introduction title commences with the fundamentals of quality management systems and will be followed by a chapter on ISO 9000 and a chapter on the backgrounds of ISO/IEC 20000.
The scope of ISO/IEC 20000 is described in section 3, part 1: the scope of ISO/IEC 20000. After this, part 2 of section 3 embarks on terminology.
All parts of the ISO 20000 standard are then introduced, with both requirements as well as best practices. The numbers of these chapters are the same as the chapter numbers in the actual ISO/IEC 20000 standard text.
Where possible, a graphical representation aims to clarify what parts are required by part 1 of the standards; and what parts are best practice guidance offered by part 2.
ITIL® best practice guidance is given, both to refresh the memories of those already having accomplished ITIL Foundation Certification, as well as to help the interested reader not aiming at ISO20000 Foundation certification to complete the picture.
After presenting you with the standard, we embark on the ISO 20000 Foundations exam, its requirements and how to prepare for it. We'll also provide you with some sample questions.
The last chapter of this guide explains how benchmarking can help to pave the way to organizational Certification; how benchmarking can provide added value to organizations that have already been certified; and how one can effectively benchmark an organization on ISO 20000 criteria.