Innovations in Managing IT Service Quality - Sponsored Whitepaper

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Can IT do more with less? 04 Smart investments amidst economic challenges

Management technology for assuring service quality 05 Accurate service models Eliminating infrastructure health risks for service predictability Pinpointing root cause for service assurance Making sound investments to assure service quality demands

The ongoing global economic recession has left no business, budget, or IT organization unscathed. Corporations, forced to do more with fewer resources, are demanding greater economies of scale. That sets expectations that IT organizations will remain lean yet deliver high-quality services and support. This requires IT organizations to develop more process-oriented, efficient, and effective mechanisms to manage and maintain their environments. The pressure to conserve costs and get the most out of their IT resources comes at a time when costs are rising and IT budgets and manpower have been cut—oftentimes to the bare bone. IT managers grapple every day to ensure the continuing health of the services their businesses depend on. That’s not enough, though. Businesses must avert problems before they occur. The pressure to transition from reactive to proactive initiatives has created an ever-widening chasm and conundrum for overworked and undermanned IT departments.

Corporations need to embrace new solutions that put them ahead of the curve, let them manage technologies top-down according to the services they provide, and proactively address issues before they impact their business services—solutions that will enable them to manage their enterprise infrastructures, rather than be managed by them. To achieve the proactive approach required to move them to the next level of service delivery, they need technology that gives them the kind of visibility that ties infrastructure components to the services that rely on them. This service-centric visibility will give them the “heads up” needed to avert developing IT issues that present risk to service delivery and the insight needed to quickly fix issues and regain service quality when it is compromised.

A service-centric approach to IT management—focused on improving service quality and eliminating risks to service delivery—results in significant business benefits: • Higher service quality = compliance with OLAs/SLAs = greater customer and end-user satisfaction • Reduced time to identify and fix problems impacting the service = faster mean time to repair • Elimination of unproductive troubleshooting = lower OPEX, increased IT staff productivity • Greater insight for capacity planning, IT workforce deployment, and capital investment decision-making = lower CAPEX
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