Achieving ISO/IEC 20000: Keeping the Service Going

Description

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