ISO/IEC 20000

An Introduction to the global standard for service management

David Clifford, IT Governance Publishing

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English

IT Governance Publishing
01 November 2011

Quality Assurance (QA) & Total Quality Management (TQM); Maintenance & repairs

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.

By: David Clifford
Edited by: IT Governance Publishing
Imprint: IT Governance Publishing
Country of Publication: United Kingdom
Edition: 2nd edition
Dimensions: Height: 165mm, Width: 95mm, Spine: 4mm
Weight: 70g
ISBN: 9781849283144
ISBN 10: 1849283141
Pages: 74
Publication Date: 01 November 2011
Audience: Professional and scholarly , Undergraduate
Format: Paperback
Publisher's Status: Active

David Clifford is a director of Pace Harmon, an international advisory firm headquartered in the USA. He has contributed to a number of publications about IT service management, writing about ITIL®, service agreements and international standards. He also initiated and contributed to the development, and assisted with the promotion, of EXIN’s IT Service Management qualification program based on ISO/IEC 20000. He is currently Chair of the BSi committee on IT governance (ISO/IEC 38500) and contributes to the development of the IT service management standard ISO/IEC 20000 and BPO for IT enabled services (ISO/IEC 30105).