Key Features

• Promote the awareness and the acceptability of ISO 20000 as a valid standard for IT Services Organizations
• To support ISO 20000 Training and Certification
• To produce a detailed guide to the core content of ISO 20000 for practitioners

It is the defining literature for the ISO / IEC 20000 Exam and provides a systematic approach to IT Service Management Quality, which supports increased efficiencies in the workplace!

Target Groups

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 organizations, to those who are looking for a suitable approach to quality improvement issues

Endorsements

''Good job. I look forward to using this book in classes in the future''

- Bryan Shoe, Process Catalyst Solutions LLC., and member of the EXIN ISO/IEC 20000 development team

''I reviewed the final draft and once again, impressed with the content quality!  I'm sure it will be a popular book!''

- Silvia Prickel, Managing Director, Service Management, United Airlines

''This book is a great introduction to ISO/IEC 20000, 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''

- Gabriel Arreguin Global Lynx Mexico