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Guides you through your ISO/IEC 20000 implementation and certification process.
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.
The revised standard for Service Management, ISO/IEC 20000-1: 2018 is the third version of the international standard for service management, replacing the 2011 edition. It provides requirements for the planning, design, transition, delivery and improvement of a Service Management System, which is the coordinated set of policies, processes, organisational structure and people to manage services. This book introduces the ISO/IEC 20000-1 standard as well as providing extensive practical advice on implementing an SMS that conforms to the requirements. It does so by referring to the ISO/IEC 20000-1:2018 documentation toolkit, which is separately available and contains dozens of templates that allow you to provide the documented evidence necessary.
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 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.
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.
IT Service Management (ITSM) quality is one of the most important requirements to provide valuable services that add value to the business. The ISO/IEC 20000 standard for the IT Service Management has been able to join together the principles of ISO quality management and the standard ITSM processes in the market.The purpose of this book is to help in the preparation of EXIN ITSM Foundation based on ISO/IEC 20000 exam, providing an overview of IT Service Management from the perspective of ISO/IEC 20000. It addresses fundamental concepts, such as the quality, the frameworks, the services provided to the business and the processes that support, control and facilitate those services.The exam consists of 40 multiple-choice questions. At the end of each chapter of this book you will find examples of these exam questions, along with open questions focused on the understanding of concepts. The exam specifications are given at the beginning of each chapter, and the weight of each of the topics is shown as a percentage of the total.
This book’s author, Byron Love, admits proudly to being an IT geek. However, he had found that being an IT geek was limiting his career path and his effectiveness. During a career of more than 31 years, he has made the transition from geek to geek leader. He hopes this book helps other geeks do the same. This book addresses leadership issues in the IT industry to help IT practitioners lead from the lowest level. Unlike other leadership books that provide a one-size-fits-all approach to leadership, this book focuses on the unique challenges that IT practitioners face. IT project managers may manage processes and technologies, but people must be led. The IT industry attracts people who think in logical ways—analytical types who have a propensity to place more emphasis on tasks and technology than on people. This has led to leadership challenges such as poor communication, poor relationship management, and poor stakeholder engagement. Critical IT projects and programs have failed because IT leaders neglect the people component of "people, process, and technology." Communications skills are key to leadership. This book features an in-depth discussion of the communications cycle and emotional intelligence, providing geek leaders with tools to improve their understanding of others and to help others understand them. To transform a geek into a geek leader, this book also discusses: Self-leadership skills so geek leaders know how to lead others by leading themselves first Followership and how to cultivate it among team members How a geek leader’s ability to navigate disparate social styles leads to greater credibility and influence Integrating leadership into project management processes The book concludes with a case study to show how to put leadership principles and practices into action and how an IT geek can transform into an effective IT geek leader.
There are two different, interdependent components of IT that are important to a CIO: strategy, which is long-term; and tactical and operational concerns, which are short-term. Based on this distinction and its repercussions, this book clearly separates strategy from day-to-day operations and projects from operations – the two most important functions of a CIO. It starts by discussing the ideal organization of an IT department and the rationale behind it, and then goes on to debate the most pressing need – managing operations. It also explains some best industry standards and their practical implementation, and discusses project management, again highlighting the differences between the methodologies used in projects and those used in operations. A special chapter is devoted to the cutover of projects into operations, a critical aspect seldom discussed in detail. Other chapters touch on the management of IT portfolios, project governance, as well as agile project methodology, how it differs from the waterfall methodology, and when it is convenient to apply each. Taking the fundamental principles of IT service management and best practices in project management, the book offers a single, seamless reference for IT managers and professionals. It is highly practical, explaining how to apply these principles based on the author’s extensive experience in industry.
Overview An MBA in information technology (or a Master of Business Administration in Information Technology) is a degree that will prepare you to be a leader in the IT industry. Content - Managing Projects and IT - Information Systems and Information Technology - IT Manager's Handbook - Business Process Management - Human Resource Management - Principles of Marketing - The Leadership - Just What Does an IT Manager Do? - The Strategic Value of the IT Department - Developing an IT Strategy - Starting Your New Job - The First 100 Days etc. - Managing Operations - Cut-Over into Operations - Agile-Scrum Project Management - IT Portfolio Management - The IT Organization etc. - Introduction to Project Management - The Project Management and Information Technology Context - The Project Management Process Groups: A Case Study - Project Integration Management - Project Scope Management - Project Time Management - Project Cost Management - Project Quality Management - Project Human Resource Management - Project Communications Management - Project Risk Management - Project Procurement Management - Project Stakeholder Management - 50 Models for Strategic Thinking - English Vocabulary For Computers and Information Technology Duration 12 months Assessment The assessment will take place on the basis of one assignment at the end of the course. Tell us when you feel ready to take the exam and we’ll send you the assignment questions. Study material The study material will be provided in separate files by email / download link.