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The Emergence of Service Assurance in Enterprise IT
As the complexity of IT environments continues to increase, the capability to balance that complexity with cost and end-user productivity has become more and more challenging. CA Technologies engaged Forrester Consulting to conduct primary research to understand the organizational readiness and obstacles facing enterprise IT organizations to advance from the traditional IT Operations approach based on infrastructure availability to one oriented around the user, service and transactions. In other words, Service Assurance. This report shares highlights of the research, its implications, and the approach and capabilities that CA Technologies brings to the table.