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[Offer PDF] BIP 0038:2006 Achieving ISO/IEC 20000. Integrated service management

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Post time 2011-8-27 16:07:46 | Show all posts |Read mode

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[Offer PDF] BIP 0038:2006 Achieving ISO/IEC 20000. Integrated service management
  

                               
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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.
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Contents of Achieving ISO 20000 include:
Introduction  
ISO/IEC 20000 fundamentals
Process integration
Management commitment
The PDCA cycle: An overview
The ‘Plan’ stage (ISO/IEC 20000-1, 4.1)
The ‘Do’ stage (ISO/IEC 20000-1, 4.2)
The ‘Check’ stage (ISO/IEC 20000-1, 4.3)
The ‘Act’ stage (ISO/IEC 20000-1, 4.4)
Planning and implementing new and changed services (ISO/IEC 20000-1, 5)  
ISO/IEC 20000 requirements in summary
Bibliography and further information
Books in the ‘Achieving ISO/IEC 20000’ series

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 Author| Post time 2011-8-27 16:08:02 | Show all posts
Achieving ISO/IEC 20000: integrated service management
Page
Chapter
1
Achieving ISO/IEC 20000: integrated service management
5
Contents
9
Foreword
11
Acknowledgements
13
Introduction
17
Chapter 1: ISO/IEC 20000 fundamentals
21
Chapter 2: Process integration
41
Chapter 3: Management commitment
63
Chapter 4: The PDCA cycle: An overview
67
Chapter 5: The 'Plan' stage (ISO/IEC 20000-1, 4.1)
81
Chapter 6: The 'Do' stage (ISO/IEC 20000-1, 4.2)
87
Chapter 7: The 'Check' stage (ISO/IEC 20000-1, 4.3)
99
Chapter 8: The 'Act' stage (ISO/IEC 20000-1, 4.4)
107
Chapter 9: Planning and implementing new and changed services (ISO/IEC 20000-1, 5)
115
Appendix A: ISO/IEC 20000 requirements in summary
131
Appendix B: Bibliography and further information
133
Books in the 'achieving ISO/IEC 20000' series
Post time 2011-9-15 07:07:58 | Show all posts
Post time 2017-10-10 03:03:47 | Show all posts
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