CONTAINS THE TEXT FOR ISO/IEC STANDARD

This groundbreaking new title looks at the ISO/IEC 20000 Standard: the scope and the its basis on the concept of a quality management system. By explain the basic processes and functions within IT Service Management it describes for the reader some of the common concepts and definitions that are understood across the globe. It builds on this by describing the basic building blocks of the standard that can be applied to ANY service management framework: w...

Six Sigma for IT Management

A POCKET GUIDE

Six Sigma is extending its influence as a process improvement method, from its traditional logistics field into other areas of the organization, Businesses will soon be asking IT departments to apply Six Sigma to IT processes as well.

'Six Sigma for IT Management - A Pocket Guide' provides succinct guidance for using the Six Sigma approach successfully in IT service organizations. It focuses on the practical implementation issues of using Six Sigma toge...