Business service management (BSM) is a methodology for monitoring and measuring information technology (IT) services from a business perspective; in other words, BSM is a set of managment software tools, processes and methods to manage a data center via a business-centered approach. [1] BSM technology tools are designed to help IT organizations view and manage technology infrastructures to better support and maintain the main services they provide to the business. [2] BSM tools are critical enablers for the increasingly popular process that focuses on IT Service Management (ITSM) approach. BSM consists of both structured process and enabling software. [3] The Information Technology Infrastructure Library (ITIL), a set of IT management frameworks and concepts, has recently identified BSM as a best practice for IT infrastructure management and operations.
BSM allows IT departments to operate by service rather than by individual configuration items or technology silo, enabling prioritization of efforts, ultimately improving the service that is delivered to the business or organization. Major vendors who offer BSM software and services include Accelops. [4], BMC Software, HP Software & Solutions, CA Computer Associates, and Compuware. [5]. [6]
Touching on all the lifecycle processes within the Information Technology Infrastructure Library, BSM is a way to bring together many disparate processes and tools, and creating quantifiable improvement in efficiency and the ability to view technology as it is germane to business process. [7]
BSM software is an outgrowth of network management systems as the software tracks the performance and availability of the networks components across a data center. [8] Traditional network management systems focus on measuring and monitoring the technical metrics and trends of IT applications and infrastructure. The primary users of these systems are technicians and systems administrators in the IT operations organization. Although these systems enable the IT operations team to identify problem areas from a technical point-of-view for a given piece of the infrastructure, significant gaps exist in determining the business impact of a specific problem. For example, if a router and a server fail at the same time, these systems offer no way for the network operations center operator to determine which of these is more critical or which business services have been impacted by the failure of these devices.
Additionally, newer technologies such as service-oriented architectures (SOA), virtualization, cloud computing, portal frameworks, grid architectures, and mashups within an organizations make troubleshooting and monitoring of business services very difficult. [9] A single business process or service may be supported by a number of composite applications, all of which could be dependent on a diverse set of distributed computing and communications elements. [10] An isolated issue anywhere in this complex web may impact one or more tasks in the business process. Traditional network management systems and technology-centric monitoring approaches are incapable of determining the business impact of an issue in such a complicated infrastructure environment.
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