参与本次活动的观众将3名幸运听众有机会被抽取由国际指定荷兰范哈仑出版社出版的itSMFISO20000一套英文原版图书。

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:

• Includes the Full ISO 20000 Standard Text
• 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.

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.