Business Service Reliability–Changing the Way IT Delivers Value to the Business

IT organizations have traditionally focused on maintaining the availability of their technology components, measuring success by internal uptime metrics rather than the overall reliability of their business services and the related customer interactions. But today’s IT environments are complex. A simple web transaction might involve a chain of dozens or even hundreds of different systems and one break in the chain can cause a failure that translates to a painful experience for your customers. In today’s rapidly changing business climate of empowered consumers, commoditized products, and intense competition, painful customer experiences can mean rapid and pervasive damage to your brand. Thriving in this climate means shifting focus to providing exceptional customer experience, recognizing the critical role that IT plays in making a successful customer interaction happen. Join these panelists as they discuss their journey to develop a new approach to how IT provides essential business services. You’ll learn about the challenges associated with developing a vision and strategy for improving reliability and putting the supporting structure and process in place, as well as the benefits of consistently delivering service reliability to support strategic business initiatives.