Business Service Management

Business Service Management ( BSM) provides the link between the process management (also Business Process Management, BPM) and IT Service Management ( ITSM) dar. It aims to achieve a better alignment between business and IT. The dependency of business are represented by IT, and demonstrated the impact of IT failures on the business. This is done by linking business processes with underlying IT services.

Introduction

Formation

The term Business Service Management was introduced in 2003 by American software company BMC Software as strategic goal of IT management and picked up from there by many analysts and software manufacturers. Intense employed, inter alia, to Forrester Research since 2006 with it. (Trend article " Implementing BSM " 18 April 2006; Market Overview " BSM Is Coming Of Age: Time To Define What It Is ", February 1, 2006). The popular BMC and analysts definition and positioning of the term BSM as an important element in the strategic alignment of IT is now shared by the market and finds use in various publications, such as in " Business Perspective: The IS View on Delivering Services to Business" the IT Infrastructure Library version 2 published in 2007 and especially in the newer core ITIL publications version 3

Definitions

  • Definition of " Business Service": A business service is an IT service that is outside of IT in business visible or there a stakeholder (English, German: Claimant ) has.
  • Definition of "Business Service Management ( BSM) ": BSM dynamically connects business- focused IT services to the underlying ICT infrastructure. A business focused IT service can be an IT service or part of a business process, but must support a significant, identifiable business requirement.

Surroundings

With this definition of the term BSM is classified in the following environment:

  • Service Oriented Architecture ( SOA): A management approach to a service-oriented architecture of ICT.
  • IT Service Management ( ITSM): methods that are needed to achieve the best possible support of business processes (GP) by the IT organization. The well-known locally de - facto standard is the IT Infrastructure Library ( ITIL).
  • Process Management (including Business Process Management, BPM): The definition of the processes of the business that are supported by IT.

Description

The environment shows that a BSM should be embedded in a GPM. The relationships between the IT, business services as part of all IT services and business process must be documented and presented. The monitoring of these relationships is referred to as end-to -end monitoring ( E2E monitoring) understood in the sense of the user. Leading solutions in this area allow the measurement of the performance of business processes and thus the definition of service level agreements at the business process level - which goes beyond the classic Service Level Management in IT.

In support of an established BSM ITSM is necessary; represented by ITIL as the well-known de- facto standard. The necessary architecture considerations take place in the context of SOA. Only in this way can be implemented flexibly in IT the dynamic requirements of the business.

  • Management System
IT-Service-Management Business (disambiguation)
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