Data Management

Innovations in Managing IT Service Quality: Managing Service Quality and Risk to Service Delivery in a Lean Economy

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Executive Summary

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 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.

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