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Infrastructure Management White Papers

A Practical Roadmap to Higher Quality

Overview Understanding quality and cost in accordance with a set of interrelated business processes also serves to dramatize their core roles in measuring and directing IT efficiencies. For instance, quality metrics directly impact such ITIL disciplines as Incident, Problem and Availability management, Service Level Management, Capacity Management, and even basic Help Desk support. Cost baselines can directly impact Service Level Management, Capacity Management, Financial Management for IT Services, and indirectly, support a broad array of other key ITIL processes. This paper focuses on Quality of Experience (QoE) as a baseline for effective service management.

Further White Paper Details
Publisher	Compuware	File Format	PDF
Date Published	January 2006
Format	White Papers
Topics	Infrastructure Management, Business Management, Service Level Management, Resources Mgmt., IT Reliability, ITIL

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