Implementing Service Quality based on ISO/IEC 20000
Micheal Kunas

Implementing Service Quality based on ISO/IEC 20000 gives a clear and detailed breakdown of the explanations of the individual processes outlined in 2011 edition of the ISO 20000 Standard. It explains step-by step how to carry out a successful implementation, including advice on how to prepare for audit and carry out a gap analysis to increase your chances of success. It also identifies the role of ISO/IEC 20000 and other related standards, as well as ITIL and COBIT and the relationship between them, enabling the reader to understand how ISO2000 is related to other core management systems.

Reap the benefits of ISO20000-aligned processes

Aligning to the standard ensures that your organisation gets a wide range of benefits. These include streamlined management processes, improved customer relationships, optimised and controlled costs and continuous process improvement, all leading to a healthier profit margin. Many clients also look for suppliers with ISO/IEC 20000 certification, seeking the reassurance it provides.