CHAPTER 8: SERVICE MANAGEMENT AND DISASTER PLANNING
Data and information are vital to the management and operation of modern organisations. To communicate, make market offerings and sales, receive income, obtain goods and services, pay staff, and report to stakeholders, regulators and shareholders, requires access to data and computer processing capability. Just consider the frustration when your PC does not work correctly in the office. The availability of IT services is now vital to the normal operation of all organisations. In order to maintain 24 hours a day, 365 day a year (24 x 365) operations, organisations need to ensure that they have arrangements for:
• Monitoring their service availability and for reporting and escalating ...