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Implementing Service Quality based on ISO/IEC 20000
A Management Guide
This step-by-step management guide will benefit all who have a role in the ISO/IEC 20000 implementation and certification process. Written for companies of any size in any location, it: gives a clear and detailed breakdown of the 2011 edition of the Standard; identifies the role of ISO/IEC 20000 and other related standards, as well as ITIL and COBIT and the relationship between them; explains what is really meant by quality; establishes the importance of a service management system and gives practical recommendations for its implementation; tells you how to prepare for audit, including carrying out a Gap Analysis; offers an explanation of the individual processes outlined in the Standard and gives clear guidelines for their implementation.