Material Detail

'The IT industry continues to evolve more advanced and efficient tools for troubleshooting operational problems, monitoring operational stability, and improving service response times. However, many organizations are still carrying around decades-old philosophies and processes that hinder true improvement in IT management. In this definitive guide, IT author and analyst Don Jones examines these outdated processes, and proposes a new set of philosophies and approaches designed to help maintain improved service levels, reduce time to resolution for problems, and increase the communication and cooperation between all levels of the organization – both within IT as well as within the organization’s larger user community. Told in part through composite case studies, readers will truly find themselves “inside the story,” and discover new ways to make IT monitoring and management more effective. Jones brings a practical perspective to his discussion by helping readers to build a realistic “shopping list” for features and capabilities that need to be brought into their environments to realize his proposed process improvements and enhanced approaches.'

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