Achieving Iso/Iec 20000: Keeping the Service Going

By Jenny Dugmore

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.

• Format: Paperback
• Language: English
• ISBN: 0580446409
• ISBN13: 9780580446405
• Release Date: December 2006
• Publisher: Institution of Engineering & Technology
• Length: 126 Pages
• Weight: 0.50 lbs.
• Dimensions: 0.2" x 6.1" x 9.1"