Achieving Iso/Iec 20000: Keeping the Service Going
BSI British Standards Institution, Jan 13, 2006 - Technology & Engineering - 119 pages
This book covers the service continuity and availability management, incident management and problem management processes, which are contained in clauses 6.3 and 8 of ISO/IEC 20000. It explains the role of these processes in keeping the customer's service going, ranging from continuity planning through to the fast-fixing of incidents. It compares the processes and describes how they interface with each other. It includes example metrics and audit evidence, with practical tips and techniques that will help a service provider achieve the requirements.
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20000 requirements Achieving ISO/IEC 20000 availability management process availability plans best practice business continuity plans business critical business plans business relationship management causes of incidents change management process classification continuity and availability customer’s business activities described in BIP described in Chapter documentation effective escalation failure help desk identified important incident management process incident or problem Incident records incidents and problems infrastructure interface involved ISO/IEC 20000 auditor ISO/IEC 20000-1 requirements keeping the service known errors logging lost availability major incident manager Pareto analysis PDCA cycle permanent fix priority proactive problem management process problem review process owner processes and procedures relationship management process requirements and recommendations requirements of ISO/IEC resolved scheduling senior responsible owner service continuity plans service going service improvement plan service level management service loss service management processes service provider service provider’s staff supplier technique underlying cause understanding users workaround workload