ISO/Iec 20000: An Introduction to the Global Standard for Service Management

David Clifford is recognised as one of the world's leading authorities on ISO/IEC 20000. He is a regular speaker at international events managed by organisations such as the itSMF and EXIN. David is the author of the itSMF International endorsed publication, Implementing ISO/IEC 20000 - the roadmap. He assisted the itSMF in establishing their certification scheme for ISO/IEC 20000, now owned by APMG International, including auditing the auditors on their behalf. He has also been the prime consultant supporting the initiation and development of the EXIN service management qualification programme aligned with ISO/IEC 20000. His knowledge, experience and contribution to the service management industry have been formally recognised by the award of the highest credential of 'Fellow' within itSMFI's The priSM Institute®. David is also the global vice-president for priSM®. David has worked in the arena of business, IT applications and ITSM, supporting multi-billion dollar initiatives on a global scale. He is an Executive Consultant at enterprise-DNA Limited, a global consultancy and training company.

Introduction Chapter 1: Background A new edition of Part 1 Why the need to change? What are the key changes in Edition 2? Principles of ISO/IEC 20000 Focus on a customer-driven approach Focus on end-to-end service management Focus on integrated service management Focus on continual improvement Chapter 2: Key Stakeholder Bodies Customers and end-users Service providers Suppliers Certification bodies Enabling bodies Chapter 3: Qualification Programmes Positioning of the EXIN ITSM qualifications BCS qualification APMGI qualifications Chapter 4: Compliance and Certification What is compliance? What is due diligence? What is certification? Why certify? What is the auditor's approach? Chapter 5: Certification Schemes The APMGI certification scheme Other certification schemes How many certificates have been awarded? Chapter 6: Scope of Assessment Defining a scope statement The role of existing certifications Chapter 7: Relationship with other Standards ISO/IEC 27001 ISO/IEC 15504 ISO9001 Integrated management systems Chapter 8: The Future of ISO/IEC 20000 Overview of the parts of ISO/IEC 20000 Abbreviations Used ITG Resources