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ISO/IEC 20000 Toolkit - Second Edition
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Gain a Competitive Advantage and Increase Business and Customer Confidence!

One thing is clear: as business increasingly utilize IT to meet essential goals, the need to implement management techniques in an IT environment also increases. IT service management has had a growing number of contributions from several frameworks and sources, including ITIL, COBIT, MOF, Six Sigma, and CMMI. However, the only standard currently established internationally for IT service management is ISO/IEC 20000, and this Toolkit provides you with the information you need in order to improve your ISO/IEC 20000 knowledge base. ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services. The value of ITSM is in ensuring that both the service provider and customer agree on what services must be delivered and how they will be delivered. This ultimately results in services being delivered, which are beneficial for the customer to meet their business objectives. This Toolkit will guide you on your quest for better ISO/IEC 20000 understanding!

Get the competitive advantage you need today with this globally recognized and respected second edition of our ISO/IEC 20000 Toolkit. IT-focused businesses looking to increase business and customer confidence should look no further! Businesses wanting to improve their reputation and become internationally recognized in the eyes of IT professionals and customers can find all the answers on how to achieve this right here!

The Art of Service has designed this toolkit to introduce ISO/IEC 20000 concepts and provide you with the tools to successfully create a workable ISO/IEC 20000 culture in your organization.

This toolkit provides answers to all of your ISO/IEC 20000 questions and is designed to provide a guiding hand to assist you in improving your knowledge and understanding of ISO/IEC 20000 by offering a step-by-step, easy to follow roadmap. It also includes easy-to-use templates, assessments, presentations, and documents that can be adapted to your organization's requirements. This Toolkit has been created to reflect the ISO/IEC:2011 edition of the standard.

The PowerPoint presentations can be used to educate staff as the basis for management presentations or when making business cases for implementation.

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