Zero Outage: Putting ICT Quality First in the Digital Era
- 3h 40m
- Jasmin Bensch, Stephan Kasulke
- Springer
- 2017
This reference book shows how the Zero Outage method leads to more stability in operations, more reliability in projects and, ultimately, to greater customer satisfaction. It explains why clear standards for platforms, processes and personnel are essential for ensuring high ICT quality from end to end and what to look out for during changes – the most common cause of IT outages. Readers also learn how to resolve errors as quickly as possible and permanently eliminate them, and why industry-wide collaboration will only be possible with a shared standard of quality. This book is a practical introduction to making your ICT world even more failsafe and efficient. The authors share key knowledge in quality management and offer an exclusive insight into their extensively tested and continually enhanced formula for success: the Zero Outage approach.
In this Book
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Foreword
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Introduction—Zero Outage as a Guiding Principle for IT
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Different Perspectives on Quality
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ISO, ITIL & Co.—A Baseline and Orientation How-to
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Focus on Quality—Trends and the Realities of Business
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Building a Solid Foundation—The Four Cornerstones of Quality Management
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Quality in the Organization—From Individual Functions to a Zero Outage Organization
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Operational Quality—Zero Outage Ensures Reliability and Sustainability
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The Zero Outage Quality Roadmap—Ensuring Quality Step by Step
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Quality in Projects—Achieving Success Through Standards and Transparency
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From Customer Perception to Customer Satisfaction
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The Challenge of Statutory Regulations
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Ensuring Maximum Security
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Business Continuity Management—Managing Crises Successfully
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Partner and Supplier Management—Achieving Success Together
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Initiating and Growing a Zero Outage Culture
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Summary
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Annex to Chapter 3—ISO, ITIL & Co.—A Baseline and Orientation How-to
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Annex to Chapter 7—Operational Quality—Zero Outage Ensures Reliability and Sustainability
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Glossary
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References
