A Paradigm Shift In IT Service ManagementAs more business capability moves up the stack from infrastructure to networked applications, so too issues of infrastructure security and management move up the stack. What used to be popularly known as a mere break-fix support has now changed to IT service management.
Over the last 10 years there has been a significant change in information technology (IT) - service management (particularly in India). One of the key areas of concern in a production environment utilising any service-oriented architecture is management of all the services. While customer satisfaction is of utmost importance, the shift is now towards accountability for the contribution made by infrastructure services in the business enhancement and increase in profitability.