All Articles Tagged With "ITSM"

The Growing Importance of ITSM
American IT managers are finally beginning to adopt ITSM to standardize IT operations and, in turn, improve customer service. But implementing ITSM means figuring out where your operation is today and then changing it. Is it all worth it?
CIO Update, 08/06

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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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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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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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