Perhaps the most tangible benefit of both the upcoming System Center “Service Desk” and System Center Operations Manager 2007 products is that they make end-to-end service management a reality and, through ease-of-use, accessible to IT departments without
“IT has become the ubiquitous business tool … The resulting quest to improve productivity and predictability of IT results has led to the creation of BSM and the CMDB as the two central pillars of the new wave of IT management software tools.”
One of these areas is the policy of prioritization. Imagine an IT department where there is no agreement on how much impact a given incident has on the business customer.
It is my hope that you can use this article to send to your management team to explain that SLAs without the necessary support do not make good business sense.
