Introduction - Zero Outage as a Guiding Principle for IT.- Different Perspectives on Quality.- ISO, ITIL & Co - A Baseline and Orientation How To.- Focus on Quality - Trends and Realities of Business.- Building a Solid Foundation: The Four Comerstones of Quality Management.- Quality in the Organization: From Individual Functions to a Zero Outage Organization.- Operational Quality: Zero Outage Ensures Reliability and Sustainability.- The Zero Outage Quality Roadmap: Ensuring Quality Step by Step.- Quality in Projects: Achieving Success through Standards and Transparency.- From Customer Perspective to Customer Satisfaction.- The Challenge of Statutory Regulations.- Ensuring Maximum Security.- Business Continuity Management: Managing Crises Successfully.- Partners and Supplier Management: Achieving Success Together.- Initiating and Growing a Zero Outage Culture.- Summary.
