By Industry Analyst David Williams
The integration of availability and performance management (A&PM) tools with the service desk promises increased IT operations efficiencies, resulting in reduced IT downtime and improvements in service quality and support to the end user. A&PM and service desk integration has been available for over two decades; however, few have succeeded in reaping the benefits due to organization, process maturity and technology deficiencies.
With the appropriate level of planning, expectation, process maturity and IT management tools integration, the promised benefits can be achieved. Organizations looking to improve IT service to their business and increase IT operations efficiencies should investigate integrating their tools and processes.
