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The importance of assuring the digital experience in delivering business services

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As businesses have increasingly adopted a wide range of external services, many of which are highly interconnected with one another, they no longer possess complete control over the infrastructure and applications they depend on. This increased reliance on external services can lead to a greater risk of business disruption, reduced workforce productivity, and damage to the brand’s reputation. To mitigate these risks, organisations must take complete ownership of the entire service delivery chain that their business relies on. This involves implementing a continuous approach to the service lifecycle, which includes planning, baselining, troubleshooting, and optimisation. Capabilities such as automated incident analysis, diagnostics, remediation, forecasting, and recommendations can be leveraged.

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