Practical Service Level Management: Delivering High-Quality Web-Based Services

Interaction of Operations and Application Development Teams

One of the obstacles to effective applications management is not a lack of technology; rather, it is often a structural problem within IT organizations. The network operations staff, application managers, and developers are often unaware of the impacts of their decisions on the overall service quality. Although most groups have experts with deep technical knowledge of their own area, barriers exist that inhibit communications with other experts who can make service delivery more effective. This isolation also results in situations where a decision made by one group negatively impacts overall service because of an unanticipated interaction with technologies that are managed by a different ...