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[BIP PDF] BIP 0036:2006 Achieving ISO/IEC 20000: keeping the service going

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Post time 2011-9-15 07:09:02 | Show all posts |Read mode

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[Offer PDF] Achieving ISO/IEC 20000: keeping the service going
Dr. Jenny Dugmore,Shirley Lacy
2005
£ 26.00

                               
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Summary
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.

Contents
Foreword
Acknowledgements
Introduction
1 The processes
2 Management system requirements
3 Service continuity and availability management, ISO/IEC 20000-1, 6.3
4 Recommendations on resolution processes
5 Incident management, ISO/IEC 20000, 8.2
6 Problem management, ISO/IEC 20000, 8.3
7 Techniques
Appendix A - ISO/IEC 20000 requirements in summary
Appendix B - Bibliography and further information
Books in the ‘Achieving ISO/IEC 20000’ series
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