Introduction to the ISO/IEC 20000 Series: IT Service Management

* The book forms the definitive guide to the second edition of ISO/IEC 20000-1. * It will provide easily understood advice on "what the requirements mean", "how to do it" and "what evidence will be required", and will predominantly explain and expand on Part 1 of the standard. * The book includes a road map to the second edition and how it fits in the bigger picture for best practices. * It will describe scope definition, building a service management system, establish integrated processes, delivery of high quality service and keeping customers happy. * The book includes advice on operating a continual improvement cycle; support for understanding "who does what", and evidence for audits and use of other service management frameworks adds to the value provided by the books. * Two clauses in the standard have been significantly revised and expanded on - Clause 4 - Service management system requirements and Clause 5 - Design and transition of new or changed services. * The book will provide a detailed explanation concerning clause 4 and the running of day to day services, and the new requirements of Clause 5, practices and the evidence required in detail, as by definition, this is a major change to the service.