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This book and its accompanying eLearning course are regarded as a classic in its field. Now, in an expanded and updated Fourth Edition of The Art of Service's book, in accordance with the newly revised editions of Part 1 & 2 of the ISO/IEC 20000 Standard, 'Service management system requirements' and 'Guidance on the application of service management systems', the authors once again present a step-by-step guide to getting your ISO/IEC 20000 Foundation Certificate. As the industry standard in terms of Process, Service, and Lifecycle Management for IT, the ISO/IEC 20000 Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT. 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 ISO/IEC 20000 certified. 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 revised 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. This Study Guide and Online Course access provides complete, in-depth coverage of all exam objectives for the ISO/IEC 20000 Foundation exam in a systematic approach, so you can be confident you are getting the instruction you need. * Real-world scenarios put what you have learned in the context of service solutions. * Thought-provoking questions challenge your thinking and understanding. * Exam Essentials in each chapter help you zero in on what you need to know. * Includes practice exam questions. * A Real-World Guide to ISO/IEC 20000 skills. * Key information and real-world examples organized around the actual day-to-day tasks and challenges you'll face in the field of IT Service Management. * Practice what you've learned with the challenging ISO/IEC 20000 Foundation exam style questions. 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 other editions, which were bestsellers!
This book and its accompanying eLearning course is regarded as a classic in its field. Now, in an expanded and updated Third Edition version of The Art of Service's book in accordance with the release of Part 3 of the standard, 'Guidance on scope definition and applicability of ISO/IEC 20000-1', the authors once again present a step-by-step guide to getting your ISO/IEC 20000 Foundation Certificate. As the industry standard in terms of Process, Service and Lifecycle Management for IT, the ISO/IEC 20000 Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT. 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. This Study Guide and Online Course access provides complete, in-depth coverage of all exam objectives for the ISO/IEC 20000 Foundation exam in a systematic approach, so you can be confident you're getting the instruction you need. * Real-world scenarios put what you've learned in the context of service solutions. * Thought provoking questions to challenge your thinking and understanding. * Exam Essentials in each chapter helps you zero in on what you need to know. * Includes practice exam questions. * A Real World Guide to ISO/IEC 20000 Skills. * Key information and real world examples organized around the actual day-to-day tasks and challenges you'll face in the field of IT Service Management. * Practice what you've learned with challenging ISO/IEC 20000 Foundation exam style questions. Based on specific exam objectives - use this as a lab manual for certification preparation. Customer Testimonials: Great Kit for 20K certification knowledge and guidance, Ann F. Reynolds: I highly recommend this kit - not only is it complete for successfully completing the certification exam but a great reference for a 20K certification team. Recommend any organization looking to obtain this certification makes sure everyone on their 20K project team completes this program. Brilliant Guide & Online course, K. Bee: This kit is high quality and contains valuable information on the ITIL and ISO/IEC 20000 Framework, I feel confident in taking the ISO/IEC 20000 Foundation Exam. In addition it including information on the exam with scenarios which was most useful and I will definitely re-visit again for the last minute prep before I take the exam. This is certainly one of the best on-line courses I have seen, the book is excellent - I'm very impressed with The Art of Service products and will be a regular customer. Keep up the good work!
As the industry standard in terms of Process, Service and Lifecycle Management for IT, the ISO/IEC 20000 Foundation exam is the most popular entry-level certification, particularly for individuals switching from another career to IT. 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. This Study Guide and Online Course access provides complete, in-depth coverage of all exam objectives for the ISO/IEC 20000 Foundation exam in a systematic approach, so you can be confident you're getting the instruction you need. * Real-world scenarios put what you've learned in the context of service solutions. * Thought provoking questions to challenge your thinking and understanding. * Exam Essentials in each chapter helps you zero in on what you need to know. * Includes practice exam questions. * A Real World Guide to ISO/IEC 20000 Skills. * Key information and real world examples organized around the actual day-to-day tasks and challenges you'll face in the field of IT Service Management. * Practice what you've learned with challenging ISO/IEC 20000 Foundation exam style questions. Based on specific exam objectives - use this as a lab manual for certification preparation.
ISO/IEC 20000 is the corporate standard for achieving quality within IT Service Management. As individuals achieve success in Service Management frameworks such as ITIL®, many organizations have identified the benefits of making the jump to full corporate accreditation. But, having made the decision to invest in this standard, what is the best way to implement adoption in an efficient and successful way? This thorough, practical guide has been put together by real experts with real experience of how ISO/IEC 20000 works in the workplace and in the real world. Part A of this title covers the step by step description of the ISO 20000 implementation process. Part B contains real case studies from organizations who have successfully achieved ISO/IEC accreditation. This Official itSMF guide is unique in that it not only describes the implementation process. It also suggests solutions to common problems and set-backs. An understanding of the many business pressures means that practical guidance on the business case, measuring success (or not), or the need for quick wins are all included in this book, making it an invaluable companion for all those working on an implementation project. A sister guide to the hugely successful Official itSMF Introduction to ISO/IEC 20000 book, readers will find that this book becomes a key asset in delivering a practical, down to earth implementation program. Foreword by John Stewart of OGC.
EXIN IT Service Management Foundation tests a candidate’s fundamental knowledge of key information and concepts of ITSM. The emphasis is placed on the service management system (SMS) and service management processes. Specifically the core concepts and basic terminology of ITSM based on ISO/IEC 20000:2011. Preparing For The EXIN It Service Management Foundation Based on ISO/IEC 20000 Exam To Become A ITSM Foundation certified By EXIN? Here We Have Brought Best Exam Questions For You So That You Can Prepare Well For This Exam. Unlike other online simulation practice tests, you get an eBook version that is easy to read & remember these questions. You can simply rely on these questions for successfully certifying this exam.
Note: This book is available in several languages: Italian, German, Spanish.L obiettivo di questa pubblicazione è di fornire un documento di facile lettura che spieghi la natura, il contenuto e lo scopo dello standard ISO/IEC 20000. Ciò dovrebbe portare velocemente la ISO/IEC 20000 alla portata di una ampia audience internazionale, attraverso una facile ed accessibile pocket guide:Per promuovere la consapevolezza e l accettabilità della ISO/IEC 20000 quale un valido standard per le organizzazioni di servizi ITPer supportare la formazione e la certificazione ISO/IEC 20000Per dare ai professionisti un rapido riferimento ai contenuti principali della ISO/IEC 20000''ISO/IEC 20000, pocket guide si rivolge ad un ampio insieme di professionisti, trainer e studenti, che lavorano sia nell IT sia in altri ambienti, a partire dagli esperti nella fornitura di servizi (IT), fino a coloro che desiderano trovare una metodologia valida per affrontare le criticità del miglioramento della qualità.L organizzazione internazionale ITSMF, attraverso l impegno del suo International Publications ESC (IPESC), ha concesso la sua approvazione a questa pocket guide quale parte di una comune libreria globale a supporto di uno standard uniforme della conoscenza ITSM e delle best practice.
When we educate people we use less text more images, colorful easy to understand diagrams. Our ITIL(r) Intermediate OSA Complete Certification Kit is the most complete guide for anyone involved in IT operations & support who is aiming to take the ITIL(r) Intermediate OSA exam. Chosen as 1 of 4 suppliers globally by AXELOS to write the RESILIA course (the 6th book of ITIL) we are offering you access to worlds best knowledge, in a simple to understand (less wordy format). All content is up to date to the current syllabus. We offer you this very easy to read book which works hand in glove with our online course perfectly. With examples, instructions, and cautionary advice, our ITIL(r) Intermediate OSA Complete Certification Kit lays out simple easy to understand concepts, so you can easily pass your exam. As the industry standard in terms of People, Process and technology of operational support & analysis, the ITIL(r) Intermediate OSA exam is the most popular entry-level certification, particularly for individuals working in ITSM operational support & analysis. This kit prepares you for the certification exam by offering valuable information on the ITIL(r) framework, ITIL(r) Intermediate OSA certification and IT Service Management Best Practice as a practice. This certification kit contains both the study guide and access to our outstanding online Elearning program that provides you with everything need to prepare for the ITIL(r) Intermediate OSA certification exam, including: - Even more downloads, additional exercises, mock exams, and complimentary files are available via the ELearning portal once you log in. - Scenarios and exercises help you to understand the concepts and describe what you've learned in the context of service solutions. These include thought provoking questions to challenge your thinking and understanding. - Section reviews for each chapter to help you zero in on what you need to know and includes practice exam questions. - Access to the owner of the company and course/book author, a certified Expert and author of books and whitepapers who has trained thousands of students around the globe. What other company do you get direct access to the person who owns the company and writes the course ware? - Interactive exercises/quizzes using our innovative quiz software Champions as well as feedback via the online forum.With this purchase you aren't just buying a book, you are buying a book that opens the door to global opportunities in ITSM.
This Pocket Guide provides a concise explanation of the nature, content and aim of ISO/IEC 20000-1: 2011 and a short summary of ISO/IEC 20000-2:2012. It brings ISO/IEC20000 Part 1 and Part 2 within reach of a vast international audience by providing the key elements of this important standard in a short, easy to read format: it promote the awareness and the acceptability of ISO/IEC 20000 Part 1 and Part 2 as a valid standard for IT Services organizations; it supports ISO/IEC 20000 training and certification and it is a quick reference for practitioners to the core content of ISO/IEC 20000.
EXIN IT Service Management focuses less on the theory and more on the practical side of ITSM. It combines key IT service management elements with the quality principles of the ISO/IEC 20000 standard. The EXIN IT Service Management certification program offers several side-entry and bridge possibilities for those professionals with ITSM qualifications Preparing For The EXIN It Service Management Based on ISO/IEC 20000 Exam To Become A Certified It Service Management Expert Based on ISO/IEC 20000 By EXIN? Here We Have Brought Best Exam Questions For You So That You Can Prepare Well For This Exam. Unlike other online simulation practice tests, you get an eBook version that is easy to read & remember these questions. You can simply rely on these questions for successfully certifying this exam.
This Pocket Guide provides a concise explanation of the nature, content and aim of ISO/IEC 20000-1: 2011. It brings ISO/IEC 20000-1: 2011within reach of a vast international audience by providing the key elements of this important standard in a short, easy to read Pocket Guide: - it promote the awareness and the acceptability of ISO/IEC 20000-1: 2011as a valid standard for IT Services organisations; - it supports ISO/IEC 20000-1: 2011training and certification; - it is a quick reference to the core content of ISO/IEC 20000-1: 2011, for practitioners. ISO/IEC 20000-1: 2011: A Pocket Guide is ideal for a broad range of practitioners, trainers and students, who work in IT as well as in other environments, ranging from experienced experts in (IT) service organisations, to those who are looking for a suitable approach to quality improvement issues.