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Achieving BS ISO/IEC 20000. Keeping the Service Going

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  • Author:

  • Year: 2006

  • Format: Paperback

  • Product Code: PBIT0050

  • ISBN: 978-0-58044-640-5

  • Pagination: 126pp.

  • Stock Status: In stock

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Description

Scope: 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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