The challenge is to raise the quality of service level while re-directing resources to enable new business initiatives

Raising quality of service levels will almost certainly involve you in selecting and implementing complex network systems management (NSM) technologies. You might right now be considering whether to select one of the 'so-called' framework technologies or a point product, or some combination and wondering how you will justify the initial and ongoing expense. You might already have made these decisions some time ago and now wondering whether these technologies have really met your expectations. Have you been able to deploy the appropriate skills to get the best out of these tools? Are you fully able to support them?

At the same time as you are working hard to deliver increasing levels of service, you are under relentless pressure from your executive management team to reduce IT costs and deliver services that more directly enable business revenue growth. So what are your options for achieving both improved service levels and reduced costs?