The number one aim of this book is to provide the quality education and support materials needed to aid in the understanding and application of the ISO/IEC 20000 standard in a wide range of contexts.
This fourth edition of the book provides you with improved and updated content, in accordance with the release of the ISO/IEC 20000:2011 edition of the standard. It has been overhauled and updated with the latest experiences of successfully working with the standard from the industry and the service sector, plus quality auditors.
If you are implementing an ISO/IEC 20000 quality management system for the first time, or upgrading an existing system, this handbook is ideal for students, practitioners, managers, business owners, instructors, and auditors. It is supported by a wide range of solutions, FAQs, tips for those who wish to implement it, and a glossary of terms that will be invaluable in any sector, industry, business or organization
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