This multi-part series is intended to describe some of the misconceptions and critical factors in establishing Network Performance measures. Then translating these measures into the ultimate goal, improved user experience on networked applications.
The ITIL framework makes distinction with between “fit for use” and “fit for purpose”. This is intended to distinguish between a service or process that is functioning as designed versus the ability to meet an expectation or service level. While it is frequently difficult to explain, it is entriely possible that everything element can be tested and be found to operating within published specification but still not meet the expectation of the end user.
In the environement where different parts of the IT infrastructure are either supported by different ‘silos’ or outsources to multiple service agencies. When performance problems occur, few processes exist to get all parties together to try and meet the clients service expectations can be