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Achieving ISO/Iec 20000: Keeping the Service Going
- Collana:
- Achieving ISO/Iec 20000
- EAN:
9780580446405
- ISBN:
0580446409
- Pagine:
- 126
- Formato:
- Paperback
- Lingua:
- Inglese
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Descrizione Achieving ISO/Iec 20000: Keeping the Service Going
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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