Dolf van der Haven Livres

The book addresses the evolving landscape of modern management, highlighting the necessity for a more people-centric approach in response to rapid societal changes and shifting employee expectations. It delves into the challenges of balancing economic viability with a positive work environment, exploring themes such as business ethics, coaching, talent management, and leadership. By integrating these topics within a cohesive framework, it offers fresh insights into effective communication and organizational culture, essential for today's managers.

The revised standard for Service Management, ISO/IEC 20000-1: 2018 is the third version of the international standard for service management, replacing the 2011 edition. It provides requirements for the planning, design, transition, delivery and improvement of a Service Management System, which is the coordinated set of policies, processes, organisational structure and people to manage services.This book introduces the ISO/IEC 20000-1 standard as well as providing extensive practical advice on implementing an SMS that conforms to the requirements. It does so by referring to the ISO/IEC 20000-1:2018 documentation toolkit, which is separately available and contains dozens of templates that allow you to provide the documented evidence necessary.