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ISO 20000 has two main parts under the general title Information technology - Service management. They enable IT service providers to identify how to enhance the quality of service they deliver to their customers, both internally and externally.
ReplyDelete• Part 1: Specification (ISO/IEC 20000-1:2011) provides requirements for IT service management and is relevant to those responsible for initiating, implementing or maintaining IT service management in their organisation. It provides an SMS specification.
• Part 2: Code of practice (ISO/IEC 20000-2:2012) describes the best practices for service management processes within the scope of ISO/IEC 20000-1.
ISO20000 uses a process-based approach for continual improvement. Organisations can have their IT service management systems independently certified as conforming to the requirements of ISO/IEC 20000-1:2011.
The two mains parts of ISO 20000 are not clear on scoping. They say, simply, that ‘the requirements for a service provider to deliver managed services of an acceptable quality for its customers.’
This is where ISO/IEC 20000-3:2012 comes in. ISO 20000-3 provides vital information on writing a scope for a service management system (SMS), as well as providing information on implementing an ISO/IEC 20000-1 SMS. ISO 20000-4 will help you develop a process assessment model according to ISO/IEC 15504 process assessment principles.
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