Operational Quality: Zero Outage Ensures Reliability and Sustainability

Stephan Kasulke and Jasmin Bensch
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Stephan Kasulke: T-Systems International GmbH
Jasmin Bensch: T-Systems International GmbH

Chapter 7 in Zero Outage, 2017, pp 37-64 from Springer

Abstract: Zusammenfassung Alongside an effective organizational structure, quality of ICT operations is also a cornerstone of customer satisfaction, and is necessary for successful long-term customer relationships. Not least because all complex systems – including information and communication technology – are also prone to faults at many different points. While fault avoidance will always fall short of 100 percent, any manager with ICT responsibility should attempt to hit this goal.

Keywords: Problem Management; Change Management; Operational Quality; Cause Analysis; Major Incident (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-53739-9_7

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DOI: 10.1007/978-3-319-53739-9_7

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