IT Service Management Documentation Toolkit - Bookswagon UAE
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IT Service Management Documentation Toolkit

IT Service Management Documentation Toolkit


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About the Book

Organisations that are implementing IT Service Management usually want a trouble-free, rapid deployment approach that maximises benefits and minimises delays and cost. Effective management, process and procedure documentation is an essential to achieving those results. This unique toolkit, developed by IT service management gurus Shirley Lacy and Jenny Dugmore, both experienced specialists with a lot of practical experience. Jenny chairs the international ISO20000 group and acts as series editor for the 20000 series. Jenny and Shirley led and contributed, significantly, to the development of BS 15000, forerunner to ISO/IEC 20000, and both editions of ISO/IEC 20000. Shirley is an ITIL author and is the primary editor of the ISO process assessment standard, ISO/IEC 33002 that is under development. IT Service Management Documentation Toolkit is the perfect investment for organisations that want an optimal route to implementing service management best practice, to implementing ITIL and also to achieving ISO/IEC 20000 certification.

Table of Contents:
IT SMS Overview - including what is ISO/IEC 20000 (project / staff training slides) a model Service Management Policy a Scope Definition and Applicaability Guidance a pre-written Service Management System Manual a Service Management Plan Template a Service Level Agreement Template over 400 pages of fit-for-purpose information 100 pre-written policies, procedures, templates and guidance Implementation manager Gap analysis/ISO/IEC 20000-1 Assessment tool PDCA and documentation pyramid presentation Guidance - how ITIL best practices support the ISO/IEC 20000-1:2011 requirements

About the Author :
Shirley Lacy, the Managing Director of ConnectSphere. She specialises in the application of service management best practices to deliver value from IT investments. Shirley is a co-author of our upcoming ITSM and ISO/IEC 20000 Implementation toolkit which is aimed at service providers wanting to achieve ISO/IEC 20000 certification. It will be a value added product to those customers who have already bought the Service Lifecycle suite but it will also be beneficial to new customers who are looking to implement service management from scratch. Pop along during this 1 hour Q&A session to gain valuable insight and practical advice Jenny Dugmore of Service Matters. She chairs the ISO committee responsible for the five part ISO/IEC 20000 series, including the second edition of ISO/IEC 20000-1, published in mid-April 1011. She was responsible for fast-tracking BS 15000 to become ISO/IEC 20000-1 and is currently co-editor for ISO/IEC 270013: Integrated implementation of the International Standards for information security and IT service management. She has been involved in ITIL development and the establishment of certification and qualification schemes based on the 20000 series. She is also a technical expert for the UK Assessment Service for ISO/IEC 20000-1 certifications. She has experience as both operational line manager and as a service management consultant and has written several books on service management. You can also speak to her about her latest project with IT Governance on the upcoming ITSM and ISO/IEC 20000 Implementation toolkit which is aimed at service providers wanting to achieve ISO/IEC 20000 certification.


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Product Details
  • ISBN-13: 9781849282031
  • Publisher: IT Governance Publishing
  • Publisher Imprint: IT Governance Publishing
  • Height: 125 mm
  • Weight: 80 gr
  • ISBN-10: 184928203X
  • Publisher Date: 30 Jun 2011
  • Binding: CD-ROM
  • Spine Width: 1 mm
  • Width: 140 mm


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