Information for Service Management Decisions

There are many technical and business management decisions that affect operations only on a certain day. Others affect the long-term ability of an organization to deliver a high level of service quality. This section examines the various types of management decisions and the roles instrumentation plays in those decisions.

Most environments usually have a mix of services whose dynamic behaviors are influenced by the constantly changing interactions of the technology infrastructures, service providers, and customers. Service managers must make ongoing adjustments to maintain an overall equilibrium that delivers consistent service quality despite one or more failures, load shifts, and resource conflicts. ...

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