Improving Quality over the Medium and Long Term

Stephan Kasulke ()
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Stephan Kasulke: T-Systems Austria

Chapter Chapter 12 in The Road to a Modern IT Factory, 2014, pp 97-100 from Springer

Abstract: Abstract Clients in the ICT industry tend to rate a provider's performance by the absence of disruptions or—if they occur—the time taken to respond to and resolve such incidents. This chapter considers the approach for an effective and systematic reduction of disruptions and for the fast and efficient handling of negative incidents.

Keywords: Critical Incident; Core Process; Configuration Management; Incident Management; Service Chain (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-642-40219-7_12

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DOI: 10.1007/978-3-642-40219-7_12

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