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In the day-to-day activities of IT operations, there are many opportunities for IT service delivery to miss the mark. Many studies indicate the main causes of substandard service delivery are both people and process-related issues not technology. In fact, 80 percent of unplanned downtime can be directly attributed to people and processes, and 70 - 75 percent of IT budgets are spent on long-term IT operations not on the up-front acquisition cost of new technology. The attendee will get expert guidance on the Microsoft proven approach to IT Service Management (ITSM) continuous improvement process SMA/SIP.
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