| Publisher | Ptak, Noel & Associates | ||
|---|---|---|---|
| Format | 269.0KB PDF | Date added | 01 May 2007 |
| Topics | ITIL, SLA | ||
| Downloads | 1 | ||
Many enterprises are implementing ITIL's guidelines for service support and service delivery to great effect. However organizations must connect these disciplines to have active control over service quality. Service delivery solutions provide the insight that action must be taken and best practices have evolved to collect, report, and analyze user experience against complex service level agreements. Yet if this service delivery analysis is disconnected from IT's service support capabilities - such as mapping service/infrastructure relationships, incident management, and problem management - then enterprises cannot actively control and improve service quality. Only when IT combines these two disciplines can enterprises truly align IT and business priorities, ensure compliance with increasingly complex service agreements, and achieve business goals with an increasingly complex computing environment.
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