Service providers of the future will need to achieve an edge in the extremely competitive environment of IT Managed Services. ISO/IEC 20000 is the de facto international standard for achieving operational excellence in IT Service Management (ITSM). Service providers that do not achieve ISO/IEC 20000 certification are at risk of losing revenue growth, contract renewals and sustained growth. Plexent author, Alex Hernandez, wrote this guide to provide a solid foundation around ITSM, ISO/IEC 20000 and ITIL®, including exercises and ideas on how to achieve certification.
ISO/IEC 20000 – The Rise of a New Service Paradigm
Price: $125.00
Key details about using ITIL and the differences between ITIL versions 2 & 3 are also covered. The book is laid out so that it smoothly transitions from ITIL to ISO/IEC 20000. This enables the book to guide you from ITIL to ISO/IEC 20000 certification in a logical manor.
Key Features:
- Provides a firm introduction to the field of IT service management with a particular focus on the ISO/IEC 20000 standard.
- Details a route to achieving ISO/IEC 20000 certification using ITIL and the standard itself.
- Case studies are provided with solutions for each of the ITIL processes - thus demonstrating how ITIL can be implemented to solve problems.
- The reader is provided with the information they need to make a business case for implementing IT service management. This is according to the ITIL and ISO/IEC 20000 standards.
Peer Reviews:
'If you are concerned about your IT processes and the minefield of best practices out there that seem like a booby-trapped roadmap then read on. I recommend reading this book and seriously consider using the guidance herein to get you on the road to the international standard for IT service management- ISO/IEC 20000. No matter if you wish to be audited against the standard or just want to do the right thing for your organisation- you'll find this book invaluable and indispensable'
Brian Johnson- Vice President- CA Technology Services
'This is a great book for experienced ITIL practitioners who want to understand how ISO/IEC 20000 brings everything together. It is also suitable for new entrants who want to under the what- the why- the how-to implementation and certification against the ISO/IEC 20000 standard.'
Mark Miller- Operations Consultant for US Enterprise Services- Microsoft
'This book was developed in an accessible- reader friendly format with individuals involved in ISO/IEC 20000 initiatives in mind. The content in this ISO/IEC 20000 "to do" book was developed for easy adoption of the standard for effective results.'
Gordon Brown - President- Plexent- Texas USA
Author: Alex Hernandez
Publisher: DragonFire Publishing
ISBN 10:0979235987
ISBN 13: 9780979235986
Pages: 308
Format: Soft Cover