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Author:   Stephan Kasulke ,  Jasmin Bensch ,  Ferri Abolhassan
Publisher:   Springer International Publishing AG
Imprint:   Springer International Publishing AG
Edition:   1st ed. 2017
Dimensions:   Width: 15.50cm , Height: 1.30cm , Length: 23.50cm
Weight:   4.144kg
ISBN:  

9783319537382

ISBN 10:   3319537385
Pages:   174
Publication Date:   18 April 2017
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   Manufactured on demand  
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Table of 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.- Summary.  

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Author Information

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.

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