IT service management (ITSM) software is a necessary component of successful IT management, but choosing an ITSM vendor and dealing with customization can be a huge pain. Should the business support IT in customizing this software to fit its needs, despite the complexity and cost?
IT relies on availability as the measurement to confirm that everything is working as it should -- you want availability to be at "5 nines", or working 99.999 percent of the time. But is availability really the best indicator of IT success?
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