Books by Dolf van der Haven

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.

Today's companies function in a different world than ten, twenty years ago. Society changes more rapidly than before, people have different expectations from their jobs and their employers. Being a manager requires a greater people-focus than before and a greater willingness to face the conflict between keeping the company economically healthy and maintaining a healthy working environment. This book explores those challenges from a varied number of perspectives, combining these in the context of communication, ecology and attitude. A range of subjects including business ethics, coaching, talent management and leadership are dealt with in new ways from a unifying integral framework.