|
|
|
|
Business Service Management:
Strategies for Vendors in 2009
An ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) Research Report
May 2009
Sponsored by:
IT MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS AND CONSULTING
IT MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS AND CONSULTING
Table of Contents
Executive Summary .............................................................................................................................................1
Overall Takeaways..........................................................................................................................................1
Key Takeaways for IT Vendors...................................................................................................................2
Introduction ..........................................................................................................................................................3
Understanding and Defining BSM ...................................................................................................................4
Describing BSM .............................................................................................................................................4
Brief Definitions............................................................................................................................................5
An Updated BSM Definition.......................................................................................................................5
BSM Products and Technologies ......................................................................................................................6
Investing in BSM............................................................................................................................................6
BSM Technical Capabilities..........................................................................................................................7
BSM Solution Components.........................................................................................................................7
BSM Functional Description.......................................................................................................................8
Importance of BSM ............................................................................................................................................9
Strategic Responsibility .................................................................................................................................9
Operational Responsibility ...........................................................................................................................9
Importance – Today versus One Year from Today.............................................................................. 10
Characterizing BSM Adopters ....................................................................................................................... 11
Management Methodology....................................................................................................................... 11
Organizational Focus.................................................................................................................................. 11
A Real World BSM Initiative........................................................................................................................... 12
Challenge ...................................................................................................................................................... 12
Solution......................................................................................................................................................... 13
Results ........................................................................................................................................................... 14
BSM Strategies for Vendors ............................................................................................................................ 15
BSM Messaging ........................................................................................................................................... 15
Problems with Current BSM Solutions .................................................................................................. 16
Complexity.......................................................................................................................................... 16
Deployment Time ............................................................................................................................. 17
Cost ...................................................................................................................................................... 17
Needed Features.......................................................................................................................................... 18
BSM-lite............................................................................................................................................... 19
Key Findings for Vendors ......................................................................................................................... 19
Appendix A: Categories of BSM Definitions.............................................................................................. 20
Appendix B: Survey Demographics .............................................................................................................. 21
Business Service Management: Strategies for Vendors in 2009
©2009 Enterprise Management Associates, Inc. All Rights Reserved.
|
|
|
|