Presentation Transcript: A Framework for Assuring IT Service Quality and Performance

Presentation Transcript: A Framework for Assuring IT Service Quality and Performance


Service, according to ITIL, is based on the use of Information Technology and supports the Customer's Business Process. An IT Service is made up from a combination of people, processes and technology and should be defined in an Service Level Agreement. Learn about a framework for assuring IT service quality and performance.


In this video transcript with expert Jim Metlzer, learn about service assurance goals including:

    Enabling effective business processesExhibiting acceptable performanceSecurityCost-effectivenessManageable


Jim Metzler Jim Metzler is widely recognized as an authority on both network technology and its business application. In over 30 years of professional experience, Jim has worked in virtually every aspect of the networking industry. This includes being a compiler writer' creating software tools to design customer networks for a major IXC, being an Engineering Manager for high speed data services for a major Telco, being a Product Manager for network hardware, managing networks at two Fortune 500 companies, directing and performing market research at a major industry analyst firm, and running a consulting organization.
CA Technologies.
09 Jul 2009
09 Jul 2009
9 Page(s)
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