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Author Kunas, Michael, author.

Title Implementing service quality based on ISO/IEC 20000 : a management guide, third edition / Michael Kunas.

Publication Info. Ely, Cambridgeshire, United Kingdom : IT Governance Publishing, 2012.


Location Call No. OPAC Message Status
 Axe Books 24x7 IT E-Book  Electronic Book    ---  Available
Edition Third edition.
Description 1 online resource (109 pages)
text txt rdacontent
computer c rdamedia
online resource cr rdacarrier
Bibliography Includes bibliographical references.
Note Online resource; title from PDF title page (Jstor, viewed April 4, 2018).
Summary Potential customers will look for suppliers with ISO/IEC 20000 certification, seeking the reassurance it provides. This book will guide you through implementation and certification. Your streamlined management processes will enable you to offer first-class customer service at competitive prices. The impact on your profit margins is clear!
Contents Introduction to ISO/IEC 20000 -- Service quality and ISO/IEC 20000 -- The ISO/IEC 20000 family and emerging related standards -- Frameworks and management system integration -- Requirements for a service management system -- Scope definition -- Gap analysis -- Planning and implementing service management -- Design and transition of new or changed services -- Service delivery processes -- Relationship processes -- Resolution processes -- Control processes -- Preparing for the audit.
Subject Information technology -- Management.
Business enterprises -- Information technology -- Management.
Information technology -- Management -- Standards.
Computer service industry -- Management -- Standards.
Customer services -- Management -- Standards.
COMPUTERS -- General.
Information technology -- Management -- Standards. (OCoLC)fst01940948
Information technology -- Management. (OCoLC)fst00973112
Genre/Form Electronic books.
Added Title Service quality based on ISO/IEC 20000
Other Form: Print version: Kunas, Michael. Implementing service quality based on ISO/IEC 20000. Third edition. Ely, Cambridgeshire, UK : IT Governance Publishing, 2012 9781849284424 (OCoLC)821267826
ISBN 9781849284431 (electronic bk.)
1849284431 (electronic bk.)
Standard No. AU@ 000053041736
AU@ 000053337322
AU@ 000060074355
DEBBG BV044062672
DEBSZ 39754023X
NZ1 15493694

Available items only