IT service assurance is the practice of delivering IT services — comprising disciplines such as business application delivery, security services, customer support, disaster recovery services, and governance and compliance services — at a measurable, high-quality level.
IT service delivery and other functions of IT operations have become increasingly complex in recent years, making it difficult for IT operations teams to ensure quality service at all times. In a typical IT environment, a wide array of critical services are supplied through a hybrid mix of on-premises and cloud-based operations. IT directors today are not just asked to improve service levels, they are tasked to guarantee superior service.
The result is the growth of IT service assurance, which gives IT management the tools it needs to ensure that services are meeting the expectations of the business (as formal service level agreements, known as SLAs) — and ultimately, the ability to run IT operations as a full-fledged business unit. IT service assurance provides IT management the detailed visibility it needs into its operations, making it possible to tie IT operations to business outcomes and related financial budgets.
In this article, we’ll explore the various benefits of IT service assurance, the types of tools that enable IT service assurance, and the role of IT service assurance in other parts of the enterprise.