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Zero Outage Putting ICT Quality First in the Digital Era
Author
Title
Zero Outage [electronic resource] : Putting ICT Quality First in the Digital Era / by Stephan Kasulke, Jasmin Bensch.
ISBN
9783319537399
Publication
Cham : Springer International Publishing : Imprint: Springer, 2017.
Physical Description
XVII, 174 p. : online resource.
Local Notes
Access is available to the Yale community.
Access and use
Access restricted by licensing agreement.
Summary
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. Contents · Operational quality: Zero Outage in change, incident and problem management · The Zero Outage Quality Roadmap: Identifying and proactively managing outage risks · Quality in projects: Pain points, early warning systems, de-escalation · Compliance and security: Mastering legal requirements · From customer perception to customer satisfaction · End-to-end quality can be achieved only in collaboration with partners and suppliers · “Zero error” attitude: Entrenching Zero Outage in the corporate culture With a foreword by Dr. Ferri Abolhassan, Director of Telekom Deutschland GmbH. He has been an initiator of Zero Outage. The Authors Stephan Kasulke has been Senior Vice President Quality at T-Systems since 2012. In this role, he manages the worldwide Zero Outage program, which brings improvements to the quality of operations and projects. Jasmin Bensch is Executive Consultant ITIL and Head of Line Office Quality at T-Systems. She has many years of experience in process design and in the optimization of IT outsourcing processes.
Variant and related titles
Springer ebooks.
Other formats
Printed edition:
Format
Books / Online
Language
English
Added to Catalog
May 03, 2017
Series
Management for Professionals,
Contents
Introduction - Zero Outage as a Guiding Principle for IT
Different Perspectives on Quality
ISO, ITIL & Co - A Baseline and Orientation How To
Focus on Quality - Trends and Realities of Business
Building a Solid Foundation: The Four Comerstones of Quality Management
Quality in the Organization: From Individual Functions to a Zero Outage Organization
Operational Quality: Zero Outage Ensures Reliability and Sustainability
The Zero Outage Quality Roadmap: Ensuring Quality Step by Step
Quality in Projects: Achieving Success through Standards and Transparency
From Customer Perspective to Customer Satisfaction
The Challenge of Statutory Regulations
Ensuring Maximum Security
Business Continuity Management: Managing Crises Successfully
Partners and Supplier Management: Achieving Success Together
Initiating and Growing a Zero Outage Culture
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