Achieving ISO/IEC 20000. Integrated service management

Summary

The opening paragraph of ISO/IEC 20000-1 states that ‘This standard promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements’. This book reflects the importance placed by ISO/IEC 20000 on understanding the interfaces between processes, and how the interfaces are managed so that service management processes are fully integrated. It also reflects the top-down management system approach that is fundamental to ISO/IEC 20000. This book describes how understanding and meeting the requirements of ISO/IEC 20000 gives better control, greater efficiency and opportunities for improvements.

Contents

Foreword
Acknowledgements
Introduction
1 ISO/IEC 20000 fundamentals
2 Process integration
3 Management commitment
4 The PDCA cycle: An overview
5 The ‘Plan’ stage (ISO/IEC 20000-1, 4.1)
6 The ‘Do’ stage (ISO/IEC 20000-1, 4.2)
7 The ‘Check’ stage (ISO/IEC 20000-1, 4.3)
8 The ‘Act’ stage (ISO/IEC 20000-1, 4.4)
9 Planning and implementing new and changed services (ISO/IEC 20000-1, 5)
Appendix A - ISO/IEC 20000 requirements in summary
Appendix B - Bibliography and further information
Books in the ‘Achieving ISO/IEC 20000’ series