ITIL® & ISO/IEC 20000 implementation made easy with this essential toolkit!
THE most comprehensive and up-to-date toolkit on the market!
The ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit bridges a gap in the market by making IT Service Management easier to implement and improve. It makes an ITIL implementation and/or ISO/IEC 20000 certification easily achievable, especially for those service providers who are required to do so by their customers and Governments. This toolkit is completely up-to-date with the latest editions of ITIL 2011 and ISO/IEC 20000:2011.
This unique toolkit is developed by service management gurus Shirley Lacy and Jenny Dugmore, both specialists with a vast amount of practical experience within the field.
You can read further information about ITSM, ITIL® & ISO/IEC 20000 throughout our website. Ready to implement now? Read on to find out how this toolkit will accelerate your implementation project…
Maximise benefits with the ITSM, ITIL® & ISO/IEC 20000 Toolkit
Organisations that are implementing business and IT Service Management want a trouble-free, rapid deployment approach that will maximise benefits and will minimise delays and cost. Effective management, process and procedure documentation is an essential to achieving those results.
The toolkit helps organisations implement service management and using ITIL® practices to prepare for successful ISO/IEC 20000 certification. It will help organisations avoid costly trial-and-error dead-ends, and ensure everything is covered by using current ITIL best practices.
The Definitive ITSM Toolkit
This unique toolkit integrates ISO/IEC 20000 requirements with ITIL 2011 best practices in a way that could only be achieved by the authors, Shirley Lacy and Jenny Dugmore, being so deeply involved in both frameworks and practical implementations of these frameworks.
This toolkit will be particularly useful to:
- Organisations that must deliver quality services whilst meeting governance, regulatory and legal requirements
- Organisations that can benefit from improved services and service management.
- Managers, consultants and implementers that want a quick and effective approach to setting up, implementing and improving service management.
- Assessors and auditors who are to review or audit a service management capability or service management system against the requirements of ISO/IEC 20000-1.
- People involved in procuring, in sourcing or outsourcing services.
- Projects that need to deliver IT enabled services underpinned by effective service management.
- Users of ISO/IEC 20000-5 that need to understand the implementation requirements of the 2011 edition of ISO/IEC 20000-1.
The implementation and improvement documents contained in this toolkit include:
- IT SMS Overview – including what is ISO/IEC 20000 (project / staff training slides
- Model Service Management Policy.
- Implementation and improvement tools.
- Pre-written Service Management System Manual.
- Service Management Plan Template.
- Service Level Agreement Template.
- 100 pre-written policies, procedures, templates and guidance.
- Gap analysis/ISO/IEC 20000-1 Assessment tool.
- Guidance - how ITIL best practices support the ISO/IEC 20000-1:2011 requirements.
This toolkit also comes with a unique drafting support service and 12 months of automatic upgrades.
'This toolkit provides a gap analysis and audit tool for anyone who needs to quickly understand and assess a service management capability. The toolkit uses tried and tested best practices that avoid re-inventing the wheel. The template driven approach will help your organisation assess where it is today and implement service management processes. Useful hints and tips help to speed implementation. The practical approach will help you to save time and money getting to deliver high quality services and to achieve certification.' (Shirley Lacy & Jenny Dugmore; August 2011)
The ITSM, ITIL & ISO20000 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.
BUY this vital toolkit today and succeed in your ITSM, ITIL & ISO/IEC 20000 implementation and improvement projects!
About the author
This unique toolkit was developed by IT service management gurus Shirley Lacy and Jenny Dugmore, both specialists with a vast amount of practical experience within in the field.
Shirley is an ITIL author and project mentor for the ITIL 2011 update. Shirley is the primary editor of the ISO process assessment standard, ISO/IEC 33002 that is under development.
Jenny chairs the international ISO/IEC 20000 group and acts as series editor for the 20000 series. Jenny and Shirley led and contributed, significantly, to the development of BS15000, forerunner to ISO/IEC 20000, and both editions of ISO/IEC 20000.
Publisher: IT Governance Publishing
Format: Download
Document Format: Office 2003
Published date: 30 June 2011
Availability: Available
©Crown Copyright 2007 All rights reserved. material is reproduced with the permission of the Office of Governance Commerce under delegated authority from the Controller of HMSO.
Acknowledgement of OGC Copyrights.