E-Book: ISO/IEC 20000 An Introduction (english version)

ISO/IEC20000 is the Certification for organizations within the IT Service Management environment. It reflects the increasing desire to have a certification that moves beyond the individual employee. The goal of this Introduction is to provide an easy to read document that explains the nature, content and aim of ISO 20000. It should bring ISO 20000 within reach of a vast international audience at a higher speed, by providing an easy accessible Introduction:

• to promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services organisations;
• to support ISO 20000 training and certification;
• to produce a detailed guide to the core content of ISO 20000, for practitioners.
‘ISO 20000: An Introduction’ is aimed at 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.

"I reviewed the final draft and once again, impressed with the content quality!  I'm sure it will be a popular book! " Review by: Silvia Prickel, Managing Director, Service Management, United Airlines

" Good job. I look forward to using this book in classes in the future. " Review by: Bryan Shoe, Process Catalyst Solutions LLC., and member of the EXIN ISO/IEC 20000 development team

"This book is a great introduction to ISO/IEC 2000, which includes the wording of the full ISO/IEC 20000 and an overall background on the concepts of quality and related standards and frameworks. It explains and relates all the components of ISO/IEC 20000 in a way that is easy to understand. This book will be very helpful in our upcoming ISO/IEC 20000 courses."

Review by: Gabriel Arreguin Global Lynx Mexico"