Zero Outage

Putting ICT Quality First in the Digital Era

Stephan Kasulke, Jasmin Bensch, Ferri Abolhassan

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English

Springer International Publishing AG
18 April 2017

Health & safety aspects of computing; Ethical & social aspects of computing

Series: Management for Professionals

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.

By: Stephan Kasulke, Jasmin Bensch
Contributions by: Ferri Abolhassan
Imprint: Springer International Publishing AG
Country of Publication: Switzerland
Edition: 1st ed. 2017
Dimensions: Height: 235mm, Width: 155mm, Spine: 13mm
Weight: 4.144kg
ISBN: 9783319537382
ISBN 10: 3319537385
Series: Management for Professionals
Pages: 174
Publication Date: 18 April 2017
Audience: Professional and scholarly , Undergraduate
Format: Hardback
Publisher's Status: Active

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.

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.