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The primary focus of any IT Service Management or IT Transformation effort is to improve service delivery and operational efficiency in order to deliver the appropriate level of service in the most cost effective manner as possible. In order to do that, one must be able to measure the performance in a way that enables one to monitor the effectiveness and take the corrective actions necessary to move one towards the goal. The problem is that most IT organizations collect reams of technical data, but have trouble converting that data into meaningful, results-driven action. The primary flaw is in the data itself. In most cases, how it's collected and reported makes it almost impossible to take action.
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