Keeping the Service Going
“Keeping the Service Going” by Jenny Dugmore, published by BSI British Standards Institution on January 13, 2006, is a comprehensive guide that delves into service continuity and availability management. This edition, consisting of 119 pages, provides an overview of essential processes such as incident management and problem management, as outlined in ISO/IEC 20000. The book focuses on the importance of these processes in maintaining customer service, detailing everything from continuity planning to the rapid resolution of incidents.
Readers will find practical insights into how these management processes interact and support one another. The text includes example metrics and audit evidence, along with actionable tips and techniques designed to assist service providers in meeting their operational requirements. Covering topics related to business and economics, customer relations, and quality control, this book serves as a valuable resource for those involved in technology and engineering fields, particularly in electronics.
Official synopsis Publisher
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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