Jenny Dugmore and Shirley Lacy

This series of ten books provides practical guidance and advice on introducing service management best practice in accordance with BS ISO/IEC 20000.

Each book is dedicated to one of the key chapters in BS ISO/IEC 20000, and offers practical tips and guidance on how to meet the requirements of the standard.

All available in electronic format – as downloadable PDFs.

Achieving ISO/IEC 20000. Management decisions 

 

 

 


Achieving ISO/IEC 20000. Why people matter      

 

 


Achieving ISO/IEC 20000. Making metrics work

 

 

Achieving ISO/IEC 20000. Managing end-to-end service      

 

 

 

Achieving ISO/IEC 20000. Finance for service managers  

 

 

 

Achieving ISO/IEC 20000. Enabling change      

 

 

 

Achieving ISO/IEC 20000. Keeping the service going  

 

 

 

Achieving ISO/IEC 20000. Capacity management

 

 

 

Achieving ISO/IEC 20000. Integrated service management  

  

 

 

The differences between BS 15000 & ISO/IEC 20000  


 

 


 

Also available

BS ISO/IEC 20000-1:2005BS ISO/IEC 20000-1:2005
Information technology. Service management. Specification


 

 

BS ISO/IEC 20000-1:2005BS ISO/IEC 20000-2:2005
Information technology. Service management. Code of practice

 

 

Return to IT service management standards and publications

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