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White Paper: End-User Service Assurance: The New IT Mandate
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 Author:Jim Frey |
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Abstract: Managing the network has always been an important part of IT operations, and in most cases is a stable and mature practice within the broader IT organization. But IT organizations are transforming, adopting service-centric processes and objectives, along with service management tools and technologies. This transformation rarely springs from the network organization -- it usually begins in the call center or applications support team. The network team often is late to the party, and yet must be embraced as part of any long-term integrated service management strategy. This report examines the challenges facing organizations addressing this gap to reconcile network management and operations with broader service management initiatives, including a review of the three primary options at hand -- bottoms-up, best-of-breed, and service-aligned. |
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