ISO IEC 20000 Certification and Implementation Guide - Standard Introduction, Tips for Successful ISO IEC 20000 Certification, FAQs, Mapping Responsibilities, Terms, Definitions and ISO 20000 Acronyms

✍ Scribed by Claire Engle, Jackie Brewster, Gerard Blokdijk

• Publisher: Emereo Publishing
• Year: 2008
• Tongue: English
• Leaves: 96
• Category: Library

✦ Synopsis

A professional technical roadmap to investigating, evaluating, implementing & capitalising on the International Organization for Standardization ISO 9000 quality management certification framework.

✦ Table of Contents

ISO/IEC 20000 Certification and Implementation Guide
......Page 2
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Table of Contents......Page 4
ISO 20000 Implementation......Page 8
How to Approach ISO 20000......Page 9
Myths of ISO 20000......Page 11
So Why Bother?......Page 12
Avoiding Issues......Page 13
Management......Page 14
Obvious?......Page 15
Still Facing Resistance......Page 17
Understand the Threat......Page 18
Strength in Numbers......Page 19
Watch out for Hazards......Page 20
Misunderstanding?......Page 21
Need a Coach?......Page 22
Poorly Written Procedures......Page 24
Poorly Written Procedures (continued)......Page 25
Poorly Written Procedures (continued)......Page 26
Documentation......Page 27
‘Special’ Departments......Page 28
How to Deal With It?......Page 29
Steering Teams......Page 30
Keep the Momentum......Page 32
Celebrate Progress......Page 33
Usual Suspects......Page 34
Prepare for Audit......Page 35
Prepare for Audit (continued)......Page 36
Going the Distance......Page 37
Make it Simple......Page 38
Management Review......Page 39
Internal Audits......Page 40
Other Tips for Maintaining Success......Page 41
Other Tips for Maintaining Success (continued)......Page 42
Roles & Responsibilities......Page 43
Certification Process......Page 44
Accredited Program Providers......Page 46
After the Certification – What Happens Next?......Page 47
ISO/IEC 20000 Certification......Page 49
Personal Certification......Page 50
Qualification Scheme......Page 51
Mapping Responsibilities: Understanding ‘Who Does What’......Page 52
Techniques......Page 53
RACI Matrices......Page 60
Tips for Successful ISO/IEC 20000 Certification Summary......Page 64
ISO/IEC 20000 Frequently Asked Questions......Page 66
Terms and Definitions Associated with ISO 20000......Page 84
List of Acronyms Associated with ISO 20000......Page 91
Further Reading......Page 96