Zero outage : putting ICT quality first in the digital era

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 e...

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Bibliographic Details
Main Authors: Kasulke, Stephan, (Author), Bensch, Jasmin, (Author)
Other Authors: Abolhassan, Ferri.
Format: eBook
Language: English
Published: Cham : Springer International Publishing, 2017.
Series: Management for professionals.
Subjects:
Information resources management.
Management information systems.
Electric power failures.
elektronické knihy
electronic books
ISBN: 9783319537399
9783319537382
Physical Description: 1 online resource (180 pages)

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Table of contents

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100 1 |a Kasulke, Stephan,  |e author. 
245 1 0 |a Zero outage :  |b putting ICT quality first in the digital era /  |c Stephan Kasulke, Jasmin Bensch ; opening remarks by Ferri Abolhassan. 
264 1 |a Cham :  |b Springer International Publishing,  |c 2017. 
300 |a 1 online resource (180 pages) 
336 |a text  |b txt  |2 rdacontent 
337 |a počítač  |b c  |2 rdamedia 
338 |a online zdroj  |b cr  |2 rdacarrier 
490 1 |a Management for Professionals 
505 0 |a 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 -- Summary. 
506 |a Plný text je dostupný pouze z IP adres počítačů Univerzity Tomáše Bati ve Zlíně nebo vzdáleným přístupem pro zaměstnance a studenty 
520 |a 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. 
590 |a SpringerLink  |b Springer Complete eBooks 
650 0 |a Information resources management. 
650 0 |a Management information systems. 
650 0 |a Electric power failures. 
655 7 |a elektronické knihy  |7 fd186907  |2 czenas 
655 9 |a electronic books  |2 eczenas 
700 1 |a Bensch, Jasmin,  |e author. 
700 1 |a Abolhassan, Ferri. 
776 0 8 |i Print version:  |a Kasulke, Stephan.  |t Zero Outage : Putting ICT Quality First in the Digital Era.  |d Cham : Springer International Publishing, ©2017  |z 9783319537382 
830 0 |a Management for professionals. 
856 4 0 |u https://proxy.k.utb.cz/login?url=https://link.springer.com/10.1007/978-3-319-53739-9  |y Plný text 
992 |c NTK-SpringerBM 
999 |c 98068  |d 98068 

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