Alex Hernandez | February 2008 | 0 Comments
Service Design architects innovative services to integrate and effectively support the business.
“When we build, let us think that we build for ever.” – John Ruskin
When we want to build forever as expressed by John Ruskin, we must provide a holistic approach to service design. Good service design will require the synergistic combination of the following […]
Peter Goldin | January 2008 | 0 Comments
Monitoring end-users is essential to BSM. Once the decision is made to purchase an end-user monitoring tool, however, the company is faced with a range of choices that include cutting-edge tools from start-up software companies that target the end-user experience to proven monitoring applications from industry giants that fit into an end-to-end solution. The following […]
Alex Hernandez | November 2007 | 0 Comments
The ultimate purpose of Service Strategy is to provide the customer with the intended outcome of what they expect from the service or product.
”People do not want quarter-inch drills. They want quarter-inch holes.”
– Professor Emeritus Theodore Levitt of Harvard Business School
Service Strategy is providing superior performance versus competing alternatives. Successful service strategies are primarily focused […]
Alex Hernandez | August 2007 | 0 Comments
If your company has already started to implement IT Service Management using the ITIL version 2.0 framework, will the new ITIL 3.0 require your organization to rework all your current IT Service Management efforts?
Bob Farzami | July 2007 | 0 Comments
Where the “Rubber Meets the Road” in ITIL Adoption
So you’re adopting ITIL. Your goals are clear. You have ITIL-certified talent on your team. Maybe you’ve even begun evangelizing and vision re-engineering to persuade those who resist change. When you come this far, one undeniable fact soon becomes clear: drawing ITIL concepts on a PowerPoint slide […]
Peter Goldin | December 2006 | 1 Comment
Nothing more clearly indicates whether a service is succeeding or failing than the end-user experience—and yet most companies do not have the monitoring technology in place to really know what is happening to their customers online right now.
“When end-user monitoring tools are correctly configured, they provide the most direct indication of the performance of the business service,” says Rich Schofield, Practice Director for Managed Services, Dimension Data North America, a technology integrator that implements monitoring systems.
Peter Goldin | September 2006 | 0 Comments
In the mission to implement business service management, many organizations have made an unwelcome discovery: achieving full, business-focused, end-to-end IT service management is very hard to get right. Why? “BSM without automation and analytic capabilities becomes a grand vision that will sink under the weight of its own administrative burden,” explains Dennis Drogseth of Enterprise Management Associates. This article explains how analytics technology helps move BSM implementations to the next level and what BSM challenges it can solve today.
Peter Goldin | September 2006 | 0 Comments
The proliferation of business service management (BSM) technologies is an indication that companies are taking the move to IT service management seriously. But what do organizations need to know in order to make the most of these innovative tools? BSM experts outline key themes to consider.
Kia Behnia | September 2006 | 0 Comments
What’s the best way to approach change for the data center? Kia Behnia, CTO for Change and Configuration Management Solutions (CCM) at BMC Software outlines the basic steps for replacing outmoded manual change activities with streamlined, automated processes based on proven best practices.
Katherine Chalmers | May 2006 | 0 Comments
Whether it’s called Business Service Management (BSM) or end-to-end IT Service Management (ITSM), the new IT management imperative is understanding how the health of individual components within a service’s ecosystem - servers, routers, firewalls, applications, databases, etc. - relates to the user’s overall quality of service (QoS) experience and the company’s business requirements. At BSM Digest, we’ve taken a vendor-neutral approach to the problem and adapted a simple seven-step framework.
Step 1: Inventory
Step 2: Instrument
Step 3: Model
Step 4: Analyze
Step 5: Visualize
Step 6: Troubleshoot
Step 7: Plan
Katherine Chalmers | March 2006 | 0 Comments
Mark Lutchen’s groundbreaking book, Managing IT as a Businesscontinues to influence technology leaders with its vision for building mature IT organizations. Drawing on his experience both as an actual CIO managing a large, global IT organizations and as a management consultant working with many large organizations, Lutchen delivers a clear, integrated vision for enlightened IT management.
We spoke with him recently to learn more about his book, his approach to managing IT as a business, and his view of the recent evolution of IT management.
Katherine Chalmers | March 2006 | 0 Comments
Spotlights eight great technology analysts that BSM industry leaders told us they trust and admire. They are all technology industry veterans who consistently deliver insightful, timely information for their vendor and end-user clients.
Mary Nugent | March 2006 | 0 Comments
Not too many years ago, IT service management was about managing devices — computers, data storage devices, and other associated equipment — and these devices were typically confined within the walls of data centers. As devices were combined into distributed IT infrastructures that extended well beyond data center walls, IT professionals had to raise the bar. As a result, IT service management evolved from managing devices to managing the infrastructure based on the physical and logical interdependencies of the infrastructure components, including databases, application servers, Web servers, mail servers, gateways, applications, and hosting computers.
Peter Goldin | January 2006 | 0 Comments
Looking back, the emergence of business service management (BSM) seems inevitable. This new generation of tools helps IT organizations manage technology infrastructures within the context of the key services they provide for their customers. BSM tools are critical enablers for the increasingly popular process-focused IT Service Management (ITSM) approach.
Katherine Chalmers | January 2006 | 0 Comments
For many companies incident management is a natural first step toward adopting ITIL. Unfortunately the dirty little secret behind incident management is that while companies are beginning to adopt new best practices and proactive processes, many are neglecting to make the most of the monitoring infrastructures they already have in place that could make these initiatives much easier.
