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This master thesis was developed during an internship at Indra Sistemas. The aim of the Outsourcing department was to be certified in ISO 20000 by the end of July 2009, and the objective of the thesis was to provide the basis for doing so. More specifically, this thesis analiyses the initial situation of the department in relation to the ISO 20000 requirements, includes the process of selecting and training the future process managers and sets some of the parameters for the tool that will be used in the future to support the processes. The reader must bear in mind that only the following ISO 20000 processes will be seen in this thesis: Service Level Management, Capacity Management, Availability and Continuity Management, Service Reporting, Budgeting and Accounting, Business Relationship Management, Supplier Relationship Management and Planning and Implementing Service Management. The rest of processes are seen in the master thesis companion to this one and written by Jordi Mallol.
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