Keeping the Service GoingThis 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. |
Contents
Foreword | 1 |
Introduction | 9 |
Management system requirements | 15 |
Service continuity and availability management | 21 |
Sources of planning information | 27 |
Planning for service continuity and availability | 33 |
Keeping the initiative going | 41 |
Recommendations on resolution processes | 49 |
Incident management ISOIEC 20000 8 2 | 59 |
Problem management ISOIEC 20000 8 3 | 75 |
Techniques | 93 |
Appendix A ISOIEC 20000 requirements in summary | 99 |
Appendix B Bibliography and further information | 115 |
Common terms and phrases
20000 requirements 20000-2 recommendations italics Achieving ISO/IEC 20000 additional commentary bold agreed service availability and service availability management process availability plans best practice business continuity plans business critical business needs business plans business relationship management causes of incidents change management process classification closure configuration management continuity and availability described in BIP described in Chapter documentation e.g. Example effective ensure escalation identified important incident management process incident or problem incident record incidents and problems infrastructure interface involved ISO/IEC 20000 auditor ISO/IEC 20000-1 requirements ISO/IEC 20000-2 recommendations keeping the service known errors lost availability major incident manager normal PDCA cycle permanent fix priority proactive problem management process problem review process owner processes and procedures relationship management process requirements of ISO/IEC service continuity plans service going service improvement plan service level management service management processes service provider service provider’s staff supplier underlying cause users workaround workload