ISO/IEC 20000 IT Service Management

Clifford, D., Jan van Bon, I. 2. I. S. M. A. P. G., & ITSM Press, 2. (2019). ISO/IEC 20000 IT Service Management: A Practical Guide. ITSM Press.

Type

Book chapter

Intellectual base

Review or monograph

Year

2019

ISBN

9789267109362

Link

no authoritative link yet

Cited by

1 citation across 1 artifact.

Domain-specific

• Service-level agreement
  • … and response indicators, target thresholds, exclusions, measurement data, reporting cadence, escalation responsibilities, and service-credit rules. to An internal shared-services agreement can govern help-desk response and resolution even when no external vendor contract exists. demonstrates that continuity.

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