IT Service Management: ISO/IEC 20000:2018 - Introduction and Implementation Guide
Samenvatting
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.
Trefwoorden
iso/iec 20000 it service management implementatie service management systeem kwaliteitsmanagement certificering best practices service lifecycle ict continue verbetering procesmanagement itil compliance governance documentatie risicomanagement klantgerichtheid service provider monitoring operationeel management service level management incident management organisatieverandering change management
Trefwoorden
Specificaties
Inhoudsopgave
U kunt van deze inhoudsopgave een PDF downloaden
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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