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The Business of Better IT

As CIO at Nationwide Insurance for three years, Kelly Cannon saw many an IT trend come and go.
Jan 2, 2005

ITSM Watch Staff

What are the benefits of ITSM? In the Web-based world, there's a significant increase in the interdependency of systems. You can't solve many problems in isolation, or it's very difficult to diagnose a problem quickly in a Web space as opposed to a legacy space.

System availability has a direct relationship to retaining customers, marketing - a number of other key business objectives. When you're trying to get to 99.999 percent, those last decimals aren't possible without consistency and discipline in the way you handle the operations part of the business.

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