10. Service guarantee
Within this family of processes, the international standard requires the service provider to master the three processes described below.
10.1 Service availability management
The risk to the customer's peace of mind and satisfaction lies in the occurrence of a disruption or failure in the supply of the service. Access to the service is no longer guaranteed in accordance with the nominal conditions defined. This failure may be small, repeated or of short or long duration. Hence the importance of ensuring the availability of the services ordered by the customer.
Service availability: ability of a service or component to perform the specified function at a given time or for a defined period of time;...
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Service guarantee
Performance evaluation
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Bibliography
- (1) - - https://www.itsmf.fr
- (2) - - http://www.ogc.gov.uk
- (3) - -
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