Mastering ISO-IEC 20000-1


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Mastering ISO/IEC 20000-1" is your comprehensive and essential guide to understanding and implementing the International Standard for IT Service Management. This book equips IT professionals, service managers, and decision-makers with the knowledge and tools to excel in IT service delivery in alignment with ISO/IEC 20000-1. From service planning and design to service delivery and improvement, this resource covers all aspects of establishing a robust IT service management system. With practical examples and real-world case studies, readers will gain the expertise needed to enhance service quality, efficiency, and customer satisfaction. Join us on this transformative journey to elevate your IT service management practices and drive excellence in the delivery of IT services. Let "Mastering ISO/IEC 20000-1" be your key to unlocking success in the realm of IT service management.

What's Inside:

  1. Introduction to ISO/IEC 20000-1
    1. The Evolution of IT Service Management
    2. The Purpose and Benefits of ISO/IEC 20000-1
    3. Understanding the ISO/IEC 20000 Family of Standards
    4. Key Concepts and Terminology
  2. Scope and Requirements of ISO/IEC 20000-1
    1. Defining the Scope of the Standard
    2. Understanding the Requirements of ISO/IEC 20000-1
    3. Compliance and Certification Processes
    4. Mapping ISO/IEC 20000-1 with Other Frameworks (ITIL, COBIT, etc.)
  3. Service Management System (SMS)
    1. Designing and Implementing an Effective SMS
    2. Defining Policies, Objectives, and Processes
    3. Roles and Responsibilities in the SMS
    4. Continual Improvement and Performance Monitoring
  4. Planning and Implementing Service Management Processes
    1. Service Strategy and Design Processes
    2. Service Transition and Service Operation Processes
    3. Incident Management and Problem Management
    4. Change Management and Configuration Management
    5. Release and Deployment Management
    6. Service Level Management and Service Reporting
    7. Service Continuity and Availability Management
    8. Supplier Management and Relationship Management
  5. Service Measurement and Reporting
    1. Defining Key Performance Indicators (KPIs)
    2. Data Collection, Analysis, and Reporting
    3. Service Reporting and Communication
    4. Benchmarking and Best Practices
  6. Service Improvement and Continual Service Improvement (CSI)
    1. The Importance of Service Improvement
    2. Implementing a CSI Process
    3. Root Cause Analysis and Problem Solving Techniques
    4. Implementing Service Improvement Initiatives
  7. People, Competence, and Training
    1. Human Resource Management in IT Service Management
    2. Competence Framework and Skills Development
    3. Training and Development Programs
    4. Motivation, Engagement, and Performance Management
  8. Technology and Tooling for Service Management
    1. Service Management Tools and Automation
    2. Configuration Management Databases (CMDBs)
    3. Incident and Problem Management Tools
    4. Change and Release Management Tools
    5. Performance Monitoring and Reporting Tools
  9. Service Integration and Management (SIAM)
    1. Understanding SIAM Principles and Concepts
    2. Implementing SIAM in a Multisourced Environment
    3. SIAM Governance and Integration Models
    4. Challenges and Best Practices in SIAM Implementation
  10. Service Management and Business Relationship Management
    1. Aligning IT Services with Business Objectives
    2. Building Effective Relationships with Business Stakeholders
    3. Customer Satisfaction and Service Experience Management
    4. Business-IT Alignment and Value Creation
  11. Auditing, Compliance, and Certification
    1. Internal Audits and Self-Assessment
    2. Preparing for External Audits
    3. Achieving ISO/IEC 20000-1 Certification
    4. Sustaining Compliance and Continual Improvement
  12. Emerging Trends and Future of IT Service Management
    1. The Impact of Digital Transformation on ITSM
    2. Agile and DevOps in Service Management
    3. Cloud Computing and IT Service Delivery
    4. Artificial Intelligence and Automation in ITSM
  13. Appendix
    1. ISO/IEC 20000-1:2018 Standard at a Glance
    2. Sample Templates and Checklists for ISO/IEC 20000-1 Implementation
    3. Case Studies and Success Stories
    4. Glossary of Key Terms and Acronyms
    5. About the author

About the author:

Kris Hermans is a renowned expert in the field of cyber security, with decades of practical experience and a passion for educating others. With a strong background in both technical and strategic aspects of cyber security, Kris has helped numerous organizations strengthen their defences and navigate the complex cyber landscape.

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