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Implementación de Calidad de Servicio basado en ISO/IEC 20000 - Guía de Gestión

Implementación de Calidad de Servicio basado en ISO/IEC 20000 - Guía de Gestión

          
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About the Book

ISO/IEC 20000 es un estándar internacional importante para los proveedores de servicios de TI. La implementación y certificación según esta norma mejorará sus procesos y prácticas de negocio, y dará a sus clientes la confianza de que su empresa sea eficiente y fiable. Los clientes volverán porque saben por experiencia que su servicio es insuperable. Los clientes potenciales buscarán a los proveedores con la norma ISO/IEC 20000 por la tranquilidad que proporciona. Este libro le guiará a través de la implementación y certificación, lo que le permitirá agilizar sus procesos de gestión y ofrecer a sus clientes servicios de primera clase con precios competitivos. Esta guía de gestión 'paso a paso' beneficiará a todos los que tengan un papel en el proceso de implementación y certificación. Escrita para empresas de cualquier tamaño y de cualquier lugar, le da un desglose claro y detallado de la edición de 2011 de la norma y examina su relación con otras normas relacionadas, como ITIL(R) y COBIT(R). Ofrece una gran cantidad de consejos prácticos y recomendaciones sobre cómo prepararse para la auditoría y la puesta en práctica, por lo que su viaje a la certificación será lo más fácil posible. Michael Kunas es auditor jefe de ISO/IEC 20000 y consultor ITSM y tiene más de 15 años de experiencia en todas las áreas de ciencias de la computación. Ha viajado por todo el mundo como consultor, docente y conferenciante sobre la norma ISO/IEC 20000 y los marcos y métodos relacionados con esta norma. También es coautor de un libro sobre un software de matemáticas y ha escrito artículos sobre la gestión de servicios TI, ITIL e ISO/IEC 20000 en las revistas españolas de informática, tales como Data TI y Computerworld. Una guía práctica que dará a su empresa la 'vanguardia' en la calidad del servicio.


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Product Details
  • ISBN-13: 9781849283533
  • Publisher: Itgp
  • Publisher Imprint: Itgp
  • Height: 216 mm
  • No of Pages: 118
  • Series Title: Spanish
  • Weight: 149 gr
  • ISBN-10: 1849283532
  • Publisher Date: 28 Jun 2012
  • Binding: Paperback
  • Language: Spanish
  • Returnable: N
  • Spine Width: 6 mm
  • Width: 140 mm


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