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9. Resolution and satisfaction
Within this family of processes, the international standard requires the service provider to master the three processes described below.
9.1 Incident management
The customer expects the service provider to deliver the goods ordered in accordance with the customer's request and without interruption. However, many situations can arise during the course of the service. These are referred to as incidents. All situations identified as abnormal by the customer/user must be reported to the service center for registration and consideration.)
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Bibliography
- (1) - - https://www.itsmf.fr
- (2) - - http://www.ogc.gov.uk
- (3) - -
Standards and norms
- Information Technology - BSI BS 15000 - 2000
- Lignes directrices pour l'audit des systèmes de management - ISO 19011 - 2018
- Quality management systems – Basic principles and vocabulary - NF EN ISO 9000 - 2015
- Quality management systems – Requirements - NF EN ISO 9001 - 2015
- Information Technology – Service management – Part 1: Service management system requirements - NF ISO/IEC 20000-1...
Directory
Information Technology Service Management Forum (itSMF France) https://www.itsmf.fr/
Information Systems Examination Board https://www.bcs.org/
Examination Institute https://www.exin.com/
...Annex 1: Summary of ISO/IEC 20000 – Part 1
1 – Field of application
1.1 General information
1.2 Application
2 – Normative references
3 – Terms and definitions
3.1 Terms specific to management system standards
3.2 Terms specific to service management
4 – Organizational...
Annex 2: Summary of ISO/IEC 20000 – Part 2
1 – Field of application
1.1 General information
1.2 Application
1.3 Structure
2 – Normative references
3 – Terms and definitions
4 – Organizational context
4.1 Understanding the organization and its context
...
The Ultimate Scientific and Technical Reference
