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Published on: June 19, 2009
Type of content: VIDEO
Format: Unknown
Price: FREE

Overview:
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