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Business Service Management:
A Model for Business-Aligned Service
Management in the 21st Century
An ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) Research Report
November 2009
IT MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS AND CONSULTING
IT MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS AND CONSULTING
Table of Contents
Executive Summary .............................................................................................................................................1
The BSM Model.............................................................................................................................................1
ITIL v3 and BSM...........................................................................................................................................1
SLM versus BSM..................................................................................................................................................3
Research In Search of a BSM Model ...............................................................................................................4
BSM Overall Market and Sub-markets ............................................................................................................6
A Model for BSM: Service Impact ..................................................................................................................8
Criteria..............................................................................................................................................................8
Next Steps..............................................................................................................................................................9
Business Service Management: A Model for Business-Aligned Service Management in the 21st Century
©2009 Enterprise Management Associates, Inc. All Rights Reserved.
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