Achieving ISO/IEC 20000. Managing end-to-end service

Summary

This book describes the supply chains that are commonly managed by service level management, business relationship management and supplier management, which are the requirements in clauses 6.1 and 7 of ISO/IEC 20000-1. It describes the interfaces between suppliers, the service provider and one or many customers. This book also includes useful tips for aspects of end-to-end service, such as the role of service level agreements (SLAs), service reviews, customer satisfaction and complaints procedures.

Contents

Foreword
Acknowledgements
Introduction
1 End-to-end service
2 The supply chain
3 Organizations involved in end-to-end services
4 Service level management (ISO/IEC 20000-1, 6.1)
5 Business relationship management (ISO/IEC 20000-1, 7.2)
6 Supplier management (ISO/IEC 20000-1, 7.3)
7 Process integration
8 Policy, process and procedure
9 The PDCA cycle of improvements
10 Review meetings
Appendix A - ISO/IEC 20000 requirements in summary
Appendix B - Bibliography and further information
Books in the ‘Achieving ISO/IEC 20000 series’