Business Service Management
The best practices documented in the IT Infrastructure Library (ITIL) are being adopted by customers all over the world and are rapidly becoming the de-facto standard for implementing IT Service Management. Adoption of ITIL recommendations enables customers to:
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Align IT services with the current and future needs of the business and its customers
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Improve the quality of the IT services delivered
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Reduce the long-term cost of service provision
These three fundamental objectives are the cornerstones of leading software vendors product strategies, culminating in the recent paradigm of Business Service Management (BSM), a dynamic method for linking key IT components to the goals of the business through a service model.
The following diagram courtesy of BMC Software help you visually represent the implementation of ITIL process and the relationship of this to the technogy products for closed loop full lifecycle management with full automation.
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ITIL: A Best Practice Solution
The IT Infrastructure Library (ITIL) was developed in the late 1980s by a branch of the British Government in response to the growing dependence on Information Technology. ITIL is now a public body of knowledge that provides a collection of Service Management best practices to help organizations improve service levels and reduce the cost of IT operations.
While ITIL does describe what best practices should be pursued, it does not define how to implement detailed processes and work-level procedures that enable those recommendations. It provides high-level guidance on what should be done, but leaves it up to each business to develop and implement work-level procedures for daily service delivery and service support activities that match their unique requirements.
The following sections reviews each of the major documents in the ITIL library and shows how tecfhnology solutions support the implementation of the processes outlined in these documents:
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| The Business Perspective
A BSM Software Solution goes beyond technology management to give the customers an holistic view of their business operations and IT infrastructure. Our Business Service Management (BSM) solutions enable customers to manage services from both an IT and business perspective.
Using Business Service Impact modelling tools allowing you to build a Service Model relating the assets of the infrastructure to a Business Service (taking input from various sources including the ITSM Asset Managmeent Modules), customers may then exploit software’s BSM solutions to provide Service Impact Management (SIM). As events are captured from the underlying Infrastructure Management tools and forwarded to the Event Management components (e.g. BMC SIM, PATROL Enterprise Manager), the service model can be used to determine the business impact of any failure/alert and take appropriate proioritsed action.
To achieve business service management it is recommended that you start by identifying critical business services.
These services are essential for reaching your company’s revenue and business goals, and they often span multiple applications, databases and networks. Planwells ctivate asesment serice is ideal for this first step. |
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