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The Definitive Guide to IT Service Metrics by Ted Gaughan, Kurt McWhirter

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CHAPTER 1: INTRODUCTION

We know change is inevitable. However, in many cases we don’t seem to be fully prepared for the change. This is becoming more apparent in the Information Technology (IT) industries and organizations as changes in cultures and the working environment seem to meet greater resistance. Changing our technologies is relatively easy due to the rapid nature of change in our hardware and software and our willingness to apply these changes to remain up to date. Therefore, change is commonplace in any technology field; or is it?

Managing the infrastructure, both hardware and software, in our technology-centric world has commoditized the technologies and the skills to implement and manage the technologies. What we are not doing well ...

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