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IT service management tools help airline fix glitches faster

Stephanie Overby | June 28, 2013
Mapping technologies to key business processes helps IT group prioritize fixes when problems occur.

There had always been some friction between the applications group and the infrastructure team about the source of problems—was it a server issue or did something within an application change? Applications, infrastructure and the business had to get on the same page.

"But at the end of it all," Cohen says, "we finally have some common knowledge. It's not just that everything is down or everything is up."

Cohen expects that service availability will continue to improve now that IT can immediately pinpoint what process a specific component will affect. "This enables us to prioritize where and when to spend our resources."


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