Network World

IT Service Assurance: What Winning Organizations Are Doing Today
Jim Frey, Research Director, Network Management, Enterprise Management Associates

IT has been moving steadily toward service-oriented management frameworks for years. Whether the driver is Business Service Management or ITIL (IT Infrastructure Library), nearly every IT leader recognizes the value in aligning IT to the business by prioritizing IT resources based on the importance of the business service instead of red-orange-yellow alarm management.

Creating transparency across the legacy “silo management” approach is critical: the only true way to manage services is to integrate both the process of IT as well as the management technologies that IT uses. But making IT leaner in this economy is quickly becoming the number one priority – how to do more with less, how to reduce the tools in use to reduce costs and increase efficiency, how to integrate disparate tools without costly professional services or prolonged time-to-value.

In this presentation, Jim Frey, research director, Enterprise Management Associates, will share research and case examples to illustrate what a business service assurance initiative entails, how it can benefit both the top and bottom lines, and how it can elevate the strategic value of IT along the way.

Achieving Business Service Assurance: Best Practices for Infrastructure Management

From IT operations’ managerial and technical viewpoints, technical representatives from CA will provide a roadmap for building mature service assurance processes based on case studies featuring the latest IT operations management technologies and best practices.

Key attendee takeaways from this presentation include:

• How state-of-the-art integrated fault, performance and configuration management for infrastructure health and end-to-end business transaction management combine to give you comprehensive service assurance management.
• With an eye to improving service quality while lowering the cost of service delivery, the presentation will outline IT best practices that address common concerns such as:
  
  
  • “What kind of quality am I really delivering my users/customers right now?”
  • “How can I proactively eliminate risks to IT service quality?”
  • “How can I be sure my staff is always focused on the most pressing quality issues for my most important business services?”
  • “How can I pinpoint root cause of service quality problems and risks across infrastructure silos?”, and much more.