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An introduction to the global standard for service management and a handy reference tool for anyone working in a certified or aspiring ISO/IEC 20000 organization.
Many organizations rely on a mishmash of different technologies and ad hoc working practices to deliver products and services. This makes it very difficult to make changes, measure effectiveness, and improve service levels.
Employing a structured IsT Service Management system will enable your organization to identify how to improve the service you deliver to your customers. The international standard for IT Service management is ISO/IEC 20000. Achieving compliance with this standard brings real operational benefits and shows new and potential customers that your organization is efficient, reliable, and trustworthy.
This ISO 20000 book is a handy reference to the key information on ISO/IEC 20000. It features an overview of the purpose of the standard and shows how to use it. It explains qualification programs, certification schemes, and the interrelationship of ISO 20000 with other standards, such as ISO 27001. The guide focuses on ISO 20000's customer-centric approach to ensure your IT service management processes are aligned with your business needs.
This pocket guide introduces the ISO/IEC 20000 standard and explains what your organization needs to do to achieve compliance.
David Clifford is one of the world’s leading authorities on ISO/IEC 20000. He is a regular speaker at international events managed by organizations such as EXIN and the itSMF. His knowledge, experience, and contribution to the ITSM industry have been formally recognized by the award of Fellow status by the Institute of IT Service Management. He has worked in the area of business, IT applications, and IT service management, supporting multi-billion-dollar initiatives on a global scale. He is Head of the Consulting Practice at pro-attivo Ltd, which is a global consultancy and training company.