Business Service Management (BSM)

An attitude and a methodology aimed at aligning IT practices with business initiatives and priorities. It broadens the view of IT leaders to encompass not only technology and technical issues, but more so, business and corporate issues.

Goals and Objectives of BSM:

• Alignment and support of business strategy and objectives.
• Provide for innovation and flexibility.
• Realize IT as a success enabler.
• Improve management of all IT resources.
• Ensure business processes and practices lead to the effective use of IT services.

BSM Methodology:

• A holistic approach to delivering IT value.
• View IT as providing for business processes not as providing technology.
• Map business processes to the technology services.
• Measure and improve the effectiveness of business process services.

The BSM Process Cycle:

• Identify business processes & requirements.
• Map business processes to technology.
• Manage and support resources.
• Implement tracking and reporting.

BSM Tools:

• Service Level Management (SLM)
  • Measure overall IT business value.
  • Prioritize IT services on business need.
  • Use Service Level Agreements (SLA) to control expectations and measure success.
  • Focus on delivery and support of services.
  • Implement a continuous process improvement mindset.
• IT Infrastructure Library (ITIL)
  • Vendor-neutral, non-proprietary standard framework for IT service management.
  • Provides an effective foundation for quality IT service management.
  • Defines overall IT service management as two major functional groups – Service Delivery and Service Support.
  • Adopt, adapt and leverage industry best practices.