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Keeping the Service Going
Jenny Dugmore
出版BSI British Standards Institution, 2005
主題Business & Economics / Customer RelationsBusiness & Economics / ManagementBusiness & Economics / Quality ControlTechnology & Engineering / Electronics / General
ISBN05804464099780580446405
URLhttp://books.google.com.hk/books?id=5RhhwqpvoMQC&hl=&source=gbs_api
EBookSAMPLE
註釋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.