Increasingly, organizations providing services to customers cannot do this between 9am and 5pm.  Customers demand service whenever they want it, which is often outside office hours.  This means that IT functions have to deliver continuous availability of systems that customers use

Many organizations have contractual service level agreements with customers and clients.  The systems they use therefore have to be easy to maintain, to automatically monitor and alert on issues and to allow organizations to proactively fix problems and respond quickly to issues

Solutions need to contribute to improved customer satisfaction (to an increasingly aware and service savvy customer) and in turn, to increase job satisfaction for those working within our organization.

Systems have to be easy for any type of customer to use and have to be accessible and available across multiple locations and often different time zones.

Ensuring full compliance with regulations specific to an industry and more general government regulations is becoming an increasing challenge (for example the UK Financial Services requirement to treat customers fairly and the Sarbanes-Oxley Act requirements for all companies that have securities registered or are required to file reports under the US Securities Exchange Act 1934)

Ensuring that customer services teams deliver consistent levels of service, monitor against targets, identify potential issues and facilitate the management of complaints

Delivering a measurable and demonstrable improvement in service quality.

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