Zero Outage

Putting ICT Quality First in the Digital Era

  • Stephan Kasulke
  • Jasmin Bensch

Part of the Management for Professionals book series (MANAGPROF)

Table of contents

  1. Front Matter
    Pages I-XVII
  2. Stephan Kasulke, Jasmin Bensch
    Pages 1-3
  3. Stephan Kasulke, Jasmin Bensch
    Pages 5-12
  4. Stephan Kasulke, Jasmin Bensch
    Pages 13-22
  5. Stephan Kasulke, Jasmin Bensch
    Pages 23-26
  6. Stephan Kasulke, Jasmin Bensch
    Pages 65-71
  7. Stephan Kasulke, Jasmin Bensch
    Pages 93-107
  8. Stephan Kasulke, Jasmin Bensch
    Pages 109-113
  9. Stephan Kasulke, Jasmin Bensch
    Pages 115-119
  10. Stephan Kasulke, Jasmin Bensch
    Pages 121-124
  11. Stephan Kasulke, Jasmin Bensch
    Pages 125-129
  12. Stephan Kasulke, Jasmin Bensch
    Pages 131-148
  13. Back Matter
    Pages 149-174

About this book


This reference book shows how the Zero Outage method leads to more stability in operations, more reliability in projects and, ultimately, to greater customer satisfaction. It explains why clear standards for platforms, processes and personnel are essential for ensuring high ICT quality from end to end and what to look out for during changes – the most common cause of IT outages. Readers also learn how to resolve errors as quickly as possible and permanently eliminate them, and why industry-wide collaboration will only be possible with a shared standard of quality. This book is a practical introduction to making your ICT world even more failsafe and efficient. The authors share key knowledge in quality management and offer an exclusive insight into their extensively tested and continually enhanced formula for success: the Zero Outage approach.



·       Operational quality: Zero Outage in change, incident and problem management

·       The Zero Outage Quality Roadmap: Identifying and proactively managing outage risks

·       Quality in projects: Pain points, early warning systems, de-escalation

·       Compliance and security: Mastering legal requirements

·       From customer perception to customer satisfaction

·       End-to-end quality can be achieved only in collaboration with partners and suppliers

·       “Zero error” attitude: Entrenching Zero Outage in the corporate culture


With a foreword by Dr. Ferri Abolhassan, Director of Telekom Deutschland GmbH. He has been an initiator of Zero Outage.


The Authors

Stephan Kasulke has been Senior Vice President Quality at T-Systems since 2012. In this role, he manages the worldwide Zero Outage program, which brings improvements to the quality of operations and projects.

Jasmin Bensch is Executive Consultant ITIL and Head of Line Office Quality at T-Systems. She has many years of experience in process design and in the optimization of IT outsourcing processes.


IT availabiliy IT systems stability IT systems quality IT systems security zero-failure culture

Authors and affiliations

  • Stephan Kasulke
    • 1
  • Jasmin Bensch
    • 2
  1. 1.T-Systems International GmbHViennaAustria
  2. 2.T-Systems International GmbHBonnGermany

Bibliographic information

Industry Sectors
Finance, Business & Banking