The full list of documents, organised in line with the ISO/IEC 20000:2018 standard are listed below - all of these fit-for-purpose documents are included in the toolkit. Click on the individual links to view full samples of selected documents. The complete document set will be available to download immediately after purchase.
Each document has been developed and enhanced over time as part of a series of planned updates. The templates come in Microsoft Office format, ready to be tailored to your organization's specific needs.
Since its launch in 2011, the toolkit has been continuously improved, and with Version 10 it now stands at over 140 documents and over 1300 pages.
As well as standard format and contents, the templates include example text that is clearly highlighted to illustrate the type of information that needs to be given regarding your organization. Full example documents are also included to help you with your implementation.
Used by large and small organizations all over the world, this toolkit can save you time and money when implementing an IT Service Management System.
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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. Analyses 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 student s, 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.
ISO/IEC 20000 is the international, independent standard for quality in IT Service Management. A standard that enables organizations to prove the quality of IT Services to clients, and to build and maintain an IT Service Management System that meets the international ISO/IEC 20000 quality requirements. This delivers a significant competitive advantage, since clients demand high quality of IT Services. These organizations need IT-professionals who are certified for ISO/IEC 20000.
This kit prepares you for the certification exam by offering valuable information on the ITIL and ISO/IEC 20000 Framework, ISO/IEC 20000 Certification and IT Service Management. This Kit contains the book and online course access that provides everything you need to prepare for the ISO/IEC 20000 Foundation Certification Exam, including in-depth coverage of all exam objectives, scenarios to easily demonstrate the processes in action, and practice exam questions for that last minute test preparation.
File Pages Language Size Book Code 136 English 2.4 MB E-Book-ISO2000-Cer
This book is intended to meet the need for a generic, broadly based book on service management. * The managers' guide provides a basic introduction on how service management best practices and standards can help a service provider to deliver services that add value for customers at the right cost and risk. * It describes service management concepts and the broader service management landscape. * The aim of this 6th edition is to substantially re-focus the 5th edition to give a broader based picture of the most important service management best practices, how they relate and how they can (or cannot) be used together.
File Pages Language Size Book Code 170 English 1.2 MB E-Book-ITSM-Guide
Many modern business processes would be unable to function without corresponding IT services. In spite of this ever-growing dependency, as well as the rise of customer expectations for performance and quality of IT services, very little research has been done on the topic of IT service quality management.
Quality Management for IT Services: Perspectives on Business and Process Performance aims to reduce this knowledge gap and to encourage people to spend more time researching the numerous facets of this increasingly important aspect of commercial value adding. Featuring economic and social perspectives along with implementation and practical solutions, this book gives both scientists and practical experts an insight into the many different facets of IT service quality management.
File Pages Language Size Book Code 348 English 20.1 MB E-Book-ITSM-Quality
This book offers practical guidance on delivering and managing IT services in an effective and efficient manner by extending the IT Infrastructure Library approach. It provides a candid look at the relative merits of the currently accepted wisdom regarding the provision of IT services. The book identifies strengths as well as shortcomings in the accepted status quo, presenting an unbiased view of current methodologies and products.
File Pages Language Size Book Code 342 English 5.2 MB E-Book-ITSM-Effective
This ninth edition continues to acknowledge and emphasize the essential nature of service management. Based on the research and consulting experiences of the authors, the text is organized in four parts: Part One: Understanding Services provides the historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations details topics such as managing capacity, demand and waiting lines, and service supply relationships; and Part Four: Quantitative Models for Service Management addresses forecasting and managing service inventory. Each chapter emphasizes the theme of managing services for competitive advantage, which provides a focus for each management topic.
File format Pages Size Language Package Code 545 13.9 MB English E-Book-ITSM-Management
IT Manager must be responsible for all IT activities to support for business strategic objectives. The usual objectives are focus on: IT strategy, technology system; budget, investment, organization and staff motivation;
The necessary requirements for an IT manager or IT leaders are: Ability to develop strategies and leadership; customer relationship management; suppliers and employees; project management; solving business problems with MIS systems; ensure continuous operation and disaster recovery of IT system.