Ivanka Menken

The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again present a step-by-step guide to ISO/IEC 20000.

The Art of Service has collected the experiences of organizations, quality managers and auditors who have actually worked with the present version of the ISO 20000 standard. This hard-won experience is presented here in this leading guide to understanding and satisfying the requirements of ISO/IEC 20000, and to applying the principles that underpin this internationally recognized family of standards for managing and communicating quality of IT Service Management Processes.

The best-selling ISO/IEC 20000 quality management handbook from one of the worlds leading experts on the ISO 20000 family of standards.

Fully updated with the latest experiences of successfully working with the standard from industry and the service sector, plus quality auditors.

Analyzes each section, clause and requirement in detail, with practical implementation guidance.

Whether establishing an ISO/IEC 20000 quality management system for the first time, or upgrading an existing system, this handbook is ideal for students, practitioners, managers, instructors and auditors. It is supported by a wide range of solutions, FAQs, tips for implementers, and a glossary of terms that will be invaluable in any sector, industry, business or organization.

Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management and ISO 20000, this book should do at least as well as the first edition, which is a bestseller.