A Framework for Assuring IT Service Quality and Performance
by CA

Service, according to ITIL, is based on the use of Information Technology and supports the Customer's Business Process. An IT Service is made up from a combination of people, processes and technology and should be defined in an Service Level Agreement. Learn about a framework for assuring IT service quality and performance.


In this video from expert Jim Metlzer, learn about service assurance goals including:


  • Enabling effective business processes
  • Exhibiting acceptable performance
  • Security
  • Cost-effectiveness
  • Manageable
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