Achieving Iso/Iec 20000: Keeping the Service Going

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BSI British Standards Institution, Jan 13, 2006 - Technology & Engineering - 119 pages
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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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Contents

I
1
II
3
III
5
IV
6
VI
9
VII
11
VIII
15
IX
16
XXV
52
XXVI
55
XXVIII
57
XXIX
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XXX
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XXXI
64
XXXII
66
XXXIII
70

X
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XI
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XII
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XIII
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XIV
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XV
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XVI
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XVII
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XVIII
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XIX
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XX
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XXII
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XXIII
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XXIV
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XXXIV
72
XXXV
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XXXVI
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XXXVII
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XXXVIII
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XXXIX
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XL
90
XLI
93
XLII
96
XLIII
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XLIV
115
XLV
117
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About the author (2006)

Jenny Dugmore

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