Business Service Management

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 management software tools, processes and methods to manage IT via a business-centered approach. BSM technology tools are designed to help IT organizations view and manage technology environments to better support and maintain the main services they provide to the business. 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. 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.

As many IT departments transition from being a cost centre in the business to being a business enabler and a profit centre so the need for BSM has increased. More departments within an organisation require services and support from IT in order to meet their goals. Not only do they need these services but they also want measurable SLA’s with the IT department to make sure they can achieve these goals.

Fig 1: BSM Trigger Points

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.

Are you ready to implement automated BSM?

Question #1.

Can you get meaningful operational management information with a few clicks of a mouse? Information such as first time fix rates, equipment failure rates (product reliability), stock movement histories or technician productivity?

Question #2.

Do you leverage the latest wireless and internet technology (making use of PDAs, laptops or mobile phones) to empower your technician in the field and boost efficiency?

Question #3.

When taking a service call, do you have key, up-to-date customer information at your fingertips? (Such information would include customer’s outstanding service work, service history and equipment and contract commitments.)

Question #4.

Do you know the profitability of each of your customers and service contracts so that you can deal with any issues and avoid the risk of losing money on a maintenance agreement?

Question # 5.

Do you have control of your inventory to ensure you do not have valuable working capital tied up in non-performing inventory?

If you answered “No” to any of the above questions we can help you today to benefit from our automated BSM tools.

[alert_blue2]RevelationData has the unique set of skills and proven track record required to pull all of these facets together to provide your organisation with a true BSM strategy.[/alert_blue2]