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Key Guidelines for IT Service Management

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This plan of action helps you establish the highest levels of service and credibility in your IT organization.
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The Importance of Service Management

One way to differentiate your IT organization is to provide high-quality IT services. With rising customer expectations, you need to provide high-quality services today and increasingly higher levels of service in the future. Your customers have little tolerance for downtime, slow performance, and slow responses to requests. If they have other choices, they will surely go somewhere else.

Service management is the cornerstone of your IT organization. Covering everything related to planning, providing, monitoring, coordinating, and reporting service quality, service management drives all aspects of managing an effective IT organization. Starting with the service level agreement, service management establishes the basis for IT service delivery processes such as availability, capacity, continuity, security, and production operations management, as well as support processes such as problem management, configuration management, and release and change management (among others).

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