As organizations focus on aligning their IT infrastructures to support eservice and other business needs, IT service management is taking on greater significance and importance. The infrastructure must be managed from the viewpoint of the lines of business it supports. IDC recently applied the methodology in a survey of enterprises using HP OpenView Service Desk, which is a software automation solution based on the service management standards developed by the IT Infrastructure Library (ITIL). HP OpenView Service Desk helps enterprises and service providers manage SLAs by showing which IT elements a service is depending on, which users or customers are receiving the service, and who is managing and supporting the service.
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