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ISO 20000, is the international IT service management (ITSM) standard that enables IT organisations (whether in- house, outsourced or external) to ensure that their ITSM processes are aligned both with the needs of the business and with international best practice.
This pocket guide provides 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 organisation.
Many organisations 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 IT Service Management system will enable your organisation 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 organisation is efficient, reliable and trustworthy.
This pocket guide 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 programmes, certification schemes and the interrelationship of ISO20000 with other standards, such as ISO27001. The overall emphasis of the guide is on ISO20000's customer-driven approach to ensure your IT service management processes align with the needs of your business.
This pocket guide introduces the ISO/IEC 20000 standard and explains what your organisation needs to do to achieve compliance.
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David Clifford is one of the world’s leading authorities on ISO/IEC 20000. He is a regular speaker at international events managed by organisations, such as EXIN and the itSMF. His knowledge, experience and contribution to the ITSM industry have been formally recognised 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.