A Framework for Assuring IT Service Quality and Performance
by CA

The traditional approach that IT organizations have taken to planning and managing IT services has been to focus on individual technology domains such as applications, networks, servers and databases. Throughout this white paper, this approach to planning and managing IT will be referred to as the siloed approach.


The goal of the white paper is to present a framework that IT organizations can customize for use in their environment. The framework highlights the processes and technologies that an IT organization must implement in order to continually improve its capabilities for assuring IT service quality and performance.


The direct benefit of i...
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