IT Service Management: ISO/IEC 20000:2018 - Introduction and Implementation Guide - Dolf van der Haven - ebook

IT Service Management (ITSM) quality is one of the most important requirements to provide valuable services that add value to the business. The ISO/IEC 20000 standard for the IT Service Management has been able to join together the principles of ISO quality management and the standard ITSM processes in the market. The purpose of this book is to help in the preparation of EXIN ITSM Foundation based on ISO/IEC 20000 exam, providing an overview of IT Service Management from the perspective of ISO/IEC 20000. It addresses fundamental concepts, such as the quality, the frameworks, the services provided to the business and the processes that support, control and facilitate those services. The exam consists of 40 multiple-choice questions. At the end of each chapter of this book you will find examples of these exam questions, along with open questions focused on the understanding of concepts. The exam specifications are given at the beginning of each chapter, and the weight of each of the topi…