{"product_id":"9780580446405","title":"Achieving ISO\/IEC 20000 - Keeping the Service Going","description":"\u003cp\u003eThis book covers the service continuity and availability management, incident management and problem management processes, which are contained in clauses 6.3 and 8 of ISO\/IEC 20000. It explains the role of these processes in keeping the customer's service going, ranging from continuity planning through to the fast-fixing of incidents. It compares the processes and describes how they interface with each other. It includes example metrics and audit evidence, with practical tips and techniques that will help a service provider achieve the requirements.\u003c\/p\u003e","brand":"Institution of Engineering and Technology (IET)","offers":[{"title":"Default Title","offer_id":47026936905968,"sku":"9780580446405","price":43.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780580446405_p0.jpg?v=1763721324","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780580446405","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}