Business Alignment Starts With Quality Of Experience

Drogseth, Dennis
March 2005
Business Communications Review;Mar2005, Vol. 35 Issue 3, p60
Trade Publication
This article focuses on tools and technologies for infrastructure management. applications. Consequently, the overall context for and commitment to effective performance management remains vague for many IT organizations, and even for many service providers. This article provides some recommendations for moving forward by first recognizing that the customer's Quality of Experience (QoE) must become the ultimate baseline and hence the natural departure point for an effective SLM strategy. With the advent of Web services, these challenges will increase, as application components begin to behave even more like distributed network elements, with all the issues of control, integrity and reliability that large networks have today. Neglecting real measurements of customer experience (QoE) can cause several problems. Without meaningful SLAs, IT groups fight among themselves about which portions of the process aren't functioning well enough, while business units and customers grow impatient.


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