BSM Digest Home Page

Best-Practices Library Gains Fans
Results are favorable—organizations are discovering that implementing ITIL can drive cost savings and service improvements. Information Week, 07/05

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Beneath the Buzz: ITIL
An overview of ITIL and some of the pitfalls to avoid when implementing ITIL.
CIO Magazine, 04/05

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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.

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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.

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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.

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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.

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BMC Software
IT Service Management: Adapting Best Practices
Understanding the current business dependence on IT, and exploring solutions needed to effectively adapt best-practices and align IT with evolving business objectives.

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Managed Objects
Business Service Management - No Longer If But When
This paper presents The Infrassistance Company’s analysis of leading organisations with regards to their enterprise wide service management approach and the challenges emerging with BSM.

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Mercury
Mercury BTO Enterprise
How to Optimize the Business Outcome of IT CMP Award Meet the 2005 BTO Excellence Award Winners

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Netuitive
Taking the Guesswork Out of ITIL
How real-time analysis helps establish a reliable foundation for service delivery and service support.

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Netuitive
Accelerating BSM Adoption with Real-Time Analysis Software

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Opalis
Can Automation Plug the Holes in Business Service Management?

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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

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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.

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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.

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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.

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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.

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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.

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