As more business processes become automated and move to the Web, enterprises are increasingly reliant on IT to provide services to customers. Ensuring that the quality of those services is consistently high is essential to creating high customer satisfaction and protecting revenue streams. But traditionally, IT management has been focused on individual silos of technology, instead of on the service as a whole. In this podcast, Mike Odusami, product manager at CA Wiley Technology, explains how forward-thinking organizations can deploy powerful, closed-loop systems to establish service level agreements, monitor compliance, and quickly diagnose and resolve service problems before customers are affected. This fundamentally new approach will allow IT and the business to control Quality of Service like never before.

Tags: IT management, Mike Odusami
 
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