Zero Outage: Putting ICT Quality First in the Digital Era (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.

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.