Implementing Service Quality based on ISO/IEC 20000: A Management Guide, Third edition

Implementing Service Quality based on ISO/IEC 20000: A Management Guide
  • Buy this step-by-step guide to ISO20000 implementation and improve your chances of successful certification
  • Covers the whole implementation process making it essential reading at every stage of the project
  • Explains how to implement ISO20000 processes that lead to better profit margins
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Practical advice for successful ISO20000 certification

Implementing Service Quality based on ISO/IEC 20000 gives a clear and detailed breakdown of the explanations of the individual processes outlined in 2011 edition of the ISO 20000 Standard. It explains step-by step how to carry out a successful implementation, including advice on how to prepare for audit and carry out a gap analysis to increase your chances of success. It also identifies the role of ISO/IEC 20000 and other related standards, as well as ITIL and COBIT and the relationship between them, enabling the reader to understand how ISO2000 is related to other core management systems.

Reap the benefits of ISO20000-aligned processes

Aligning to the standard ensures that your organisation gets a wide range of benefits. These include streamlined management processes, improved customer relationships, optimised and controlled costs and continuous process improvement, all leading to a healthier profit margin. Many clients also look for suppliers with ISO/IEC 20000 certification, seeking the reassurance it provides.


  1. Introduction to ISO/IEC 20000;
  2. Service Quality and ISO/IEC 20000;
  3. The ISO/IEC 20000 Family and Emerging Related Standards;
  4. Frameworks and Management System Integration;
  5. Requirements for a Service Management System;
  6. Scope Definition;
  7. Gap Analysis;
  8. Planning and Implementing Service Management;
  9. Design and Transition of New or Changed Services;
  10. Service Delivery Processes;
  11. Relationship Processes;
  12. Resolution Processes;
  13. Control Processes;
  14. Preparing for the Audit.

About the author

Michael Kunas is an ISO/IEC 20000 Lead Auditor and ITSM Consultant with over 15 years’ experience in all areas of computer science. He has many years’ experience as a worldwide consultant, lecturer and conference speaker on the topic of ISO/IEC 20000 and its related frameworks and methods. He has also co-authored a book on Mathcad Software and articles about IT service management, ITIL and ISO/IEC 20000 in Spanish computer newspapers, such as Data TI and Computerworld.

Read this book and learn how ISO 20000 can help you achieve streamlined management processes, improved customer relationships, optimised and controlled costs, and continuous process improvement.

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