IT Service Management: ISO/IEC 20000:2018 - Introduction and Implementation Guide
E-book Epub met watermerkbeveiliging Engels 2020 1e druk 9789401807036Samenvatting
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.
Specificaties
Lezersrecensies
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
Rubrieken
- advisering
- algemeen management
- coaching en trainen
- communicatie en media
- economie
- financieel management
- inkoop en logistiek
- internet en social media
- it-management / ict
- juridisch
- leiderschap
- marketing
- mens en maatschappij
- non-profit
- ondernemen
- organisatiekunde
- personal finance
- personeelsmanagement
- persoonlijke effectiviteit
- projectmanagement
- psychologie
- reclame en verkoop
- strategisch management
- verandermanagement
- werk en loopbaan
