Business service management

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Business Service Management (BSM) represents the connection between process management (also business process management, GPM) and IT service management (ITSM). Its aim is to achieve better coordination between business and IT . The dependency of the business on IT is shown, as well as the effects of IT disruptions on the business. This is done by linking business processes with underlying IT services .

introduction

Emergence

The term Business Service Management was introduced in 2003 by the American software manufacturer BMC Software as a new strategic goal of IT management and has since been taken up by many analysts and software manufacturers. More intensely is u. a. Forrester Research with it since 2006. (Trend article "Implementing BSM", April 18, 2006; market overview "BSM Is Coming Of Age: Time To Define What It Is", February 1, 2006). The definition and positioning of the term BSM as seen by BMC and analysts as an important element in the strategic direction of IT is now shared by the market and is used accordingly in various publications, such as in "Business Perspective: The IS View on Delivering Services to Business" of the IT Infrastructure Library Version 2 and in particular in the newer ITIL core publications of Version 3 published in 2007.

Definitions

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

environment

With this definition of the BSM, the term can be classified in the following environment:

• Service-Oriented Architecture (SOA): A management concept for a service-oriented architecture of ICT.
• IT Service Management (ITSM): Methods that are necessary to achieve the best possible support for business processes (GP) by the IT organization. The de facto standard known here is the IT Infrastructure Library (ITIL).
• Process management (also business process management , GPM): The definition of the business processes that are supported by IT.

description

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

An established ITSM is required to support a BSM; represented by ITIL as the well-known de facto standard. The necessary architecture considerations take place within the framework of the SOA. Only then can the dynamic requirements of business be implemented flexibly in the IT.