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Implementierung Von Service-Qualitat Basierend Auf ISO/Iec 20000: Ein Management-Leitfaden

Implementierung Von Service-Qualitat Basierend Auf ISO/Iec 20000: Ein Management-Leitfaden

          
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About the Book

ISO/IEC 20000 ist ein wichtiger internationaler Standard für IT-Dienstleister. Die Implementierung und Zertifizierung dieser Norm verbessert Ihre Geschäftsprozesse und -praktiken und versichert Ihren Kunden, dass Ihr Unternehmen effizient, zuverlässig und vertrauenswürdig ist. Die Kunden werden zurückkehren, weil sie aus Erfahrung wissen, dass Ihr Service unübertroffen ist. Potenzielle Kunden werden Lieferanten mit ISO/IEC 20000 Zertifizierung bevorzugen, die ihnen die Sicherheit gibt, die sie suchen. Dieses Buch wird Sie durch die Implementierung und Zertifizierung führen, so dass Sie Ihre Management-Prozesse optimieren und einen erstklassigen Kundenservice zu wettbewerbsfähigen Preisen bieten können. Von diesem up-to-date Schritt-für-Schritt-Management Leitfaden profitieren alle, die eine Rolle bei der Implementierung und Zertifizierung haben. Geschrieben für Unternehmen jeder Größe, gibt er eine klare und detaillierte Aufschlüsselung der Ausgabe 2011 der Norm und untersucht ihre Beziehung zu anderen Standards, wie z.B. ITIL(R) und COBIT. Er bietet eine beträchtliche Menge an praktischen Ratschlägen und Empfehlungen, wie Sie sich für die Prüfung und Implementierung vorzubereiten haben, so dass Ihre Reise zur Zertifizierung reibungslos abläuft. Michael Kunas ist ein ISO/IEC 20000 Lead-Auditor und ITSM-Consultant mit über 15 Jahren Erfahrung in allen Bereichen der Informatik. Er verfügt über langjährige, weltweite Erfahrung als Berater, Dozent und Sprecher auf Konferenzen zum Thema ISO/IEC 20000 und den damit verbundenen Frameworks und Methoden. Er war Co-Autor eines Buches über Mathcad Software und hat Artikel zum Thema IT-Service-Management, ITIL und ISO/IEC 20000 in spanischen Computerzeitungen, wie z.B. "Data TI"" und "Computerworld"", herausgegeben. Ein praktischer Leitfaden, der aus Ihrem Unternehmen ein "Spitzenunternehmen"" in Sachen Service-Qualität macht.


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Product Details
  • ISBN-13: 9781849283311
  • Publisher: Itgp
  • Publisher Imprint: Itgp
  • Depth: 6
  • Language: English
  • Returnable: N
  • Spine Width: 6 mm
  • Weight: 145 gr
  • ISBN-10: 1849283311
  • Publisher Date: 12 Feb 2012
  • Binding: Paperback
  • Height: 216 mm
  • No of Pages: 116
  • Series Title: English
  • Sub Title: Ein Management-Leitfaden
  • Width: 140 mm


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