Achieving Iso/Iec 20000

Achieving Iso/Iec 20000

Keeping the Service Going

by Jenny Dugmore, Shirley Lacy

119 pages· ISBN 9780580446405
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About
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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