This report was started with a very simple premise - the author's belief that accurate problem diagnosis is the key to any successful management solution but that achieving such is a major undertaking.
Whilst the measurement of service levels in accordance with a Service Level Agreement (SLA) is not especially difficult, locating the cause of poor performance or understanding the business impact of a device failure is extremely complicated. As the IT infra structure gets bigger and more complex, so the size of the problem escalates.
This report sets out to describe the problems that exist for any organisation seeking to implement IT service management.
It analyses the different approaches and visions adopted by leading products in the management tools space. Having done so, it will draw conclusions that identify some best practices and most appropriate use of technology.
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