Business Service Management (BSM) is a methodology which helps
organizations align their IT with business goals. Gone are the days when the IT
organizations used to operate with only the IT perspective. Organizations today
implement BSM solutions to understand the business perspective in context to
the IT environment. Hence, BSM provides transparency to an organization about
the ROI and ROV of their investments in infrastructure and technologies.
The below example will give all of us a better picture of the
importance of BSM and the underlying predominant difference with the
traditional approach (IT focus):
An organization uses a system to monitor the health of the IT
components in the infrastructure. This system provides information to the users
about the metrics and trends of the components. However, if two components fail
at the same time, this system would not provide the intelligent information
about the impact that each component can have on the business. This system
would also not provide the information about the criticality of the services
that are affected due to the failure of the above components, hence re-active.
With the use of BSM tools, a user would be able to identify the service impacted
and its criticality to the business with the failure of any components, even
before the end customer may experience it, hence proactive identification and
pre-emptive resolution (alignment of IT with business).
In a nutshell, BSM is the collaboration of IT systems
management with business management to meet an organization's goals.
Some of the benefits that can be derived with the adoption of
BSM methodology are as below:
· Effective alignment
of IT goals with business goals
· Prioritization of IT
services on the basis of business goals and needs
· Achieve service
excellence and organization maturity with the implementation of industry’s
best practices
· Increased
transparency in the return on IT investments
· Improved relationship with customers due to improved service
levels
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