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4 Author(s)
Chakalamattam Jos Paul ; IBM Service Management-Process Managers, IBM Software Division, Tivoli, USA ; Christopher Ward ; David I. Seidman ; John Ritsko

The service industry encompasses many sectors, such as finance, transportation, utilities, government, and health care. These sectors increasingly depend on information technology (IT) to provide business services. Service solutions take advantage of a wide variety of critical IT-enabled business functions, including enterprise resource planning, customer relationship management, business intelligence, and Web-based communication, such as e-mail and Web sites. In some cases, such as online auction services, the entire business depends on IT. As businesses in all sectors continue to expand their use of IT, the complexity of managing this infrastructure also increases. In addition, compliance regulations impose the burdens of tracking changes to critical applications to support financial regulations and health-care regulations.

Note: The Institute of Electrical and Electronics Engineers, Incorporated is distributing this Article with permission of the International Business Machines Corporation (IBM) who is the exclusive owner. The recipient of this Article may not assign, sublicense, lease, rent or otherwise transfer, reproduce, prepare derivative works, publicly display or perform, or distribute the Article.  

Published in:

IBM Systems Journal  (Volume:46 ,  Issue: 3 )