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Research Report - End-User: Business Service Management: A Model for Business-Aligned Service Management in the 21st Century
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 Author:Dennis Drogseth |
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Abstract: One might argue that BSM’s roots go back to Service Level Management (SLM). EMA research data (BSM and SLM: Concepts in Transition, EMA, September, 2005), confirms that for most IT managers and professionals at that time, SLM and BSM were easily confused terms, and there was no clear separation of the two. What has happened since is that the term SLM has become more specific in meaning with its core in the management and optimization of services based on prior Service Level Agreements (SLAs) and/or other less formal commitments. Whereas BSM has grown in meaning to suggest a model for managing IT services and IT performance overall – including related processes – for optimized business impact. This report will look at these relationships and EMA research data, as they have contributed to EMA’s BSM Model. The goal is to establish an industry-relevant basis for evaluating core capabilities, architectural and functional, relevant to actualizing successful BSM implementations. This model can help IT to evaluate solutions that typically span more than one conventional market. And it will also be used by EMA in later reports, the BSM Radar Reports that will help IT adopters rank and weigh the best solution set to fit their needs. |
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