Next-Generation Service Level Management
All of them recognize that IT services are essential to virtually every business today, whether they are provided by an in-house IT organization or outsourced to a service provider. In most companies, if a critical component within the IT infrastructure is not functioning properly, serious business consequences usually ensue. And yet, most corporate IT users have little control over the availability or the performance of the systems they use, and frankly, they don't have time to care about why an IT system is unavailable or performing poorly - that's the job of the IT organization. Nonetheless, corporate users view IT as a service - and an expensive one at that.