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Business Service Management: Strategies for Success in 2009


Description: Business Service Management (BSM) is all about improving business performance through business-aligned IT services and IT service management processes. While this conveys some of the value BSM can provide, it leaves many questions unanswered from both vendors and IT organizations.

As IT service management practices are becoming widely adopted, IT professionals want to understand the additional benefits of BSM and how to realize them. What products or solutions deliver on the BSM promise? And which do not? What else does my organization need to do in order to most benefit from BSM solutions?

To answer these questions and more, EMA has completed a new primary research study of the BSM space. For this groundbreaking study, EMA surveyed 160 North American and global IT and business professionals involved in selecting and using BSM solutions for their organizations. Several of the survey respondents also participated in follow-on focal interviews to gain a more detailed understanding of their BSM experience and perspectives.

Two main reports have been developed based on this research, one targeted to the BSM vendor community and one targeted to the BSM customer community. This is the customer focused report.


Contents: Executive Summary
- Overall Takeaways
- Key Takeaways for IT Organizations

Introduction

Understanding and Defining BSM
- Describing BSM
- Brief Definitions
- An Updated BSM Definition

BSM Products and Technologies
- Investing in BSM
- BSM Technical Capabilities
- BSM Solution Components
- BSM Functional Description

Importance of BSM
- Strategic Responsibility
- Operational Responsibility
- Importance – Today versus One Year from Today

Characterizing BSM Adopters
- Management Methodology
- Organizational Focus

A Real World BSM Initiative
- Challenge
- Solution
- Results

BSM Strategies for IT Organizations
- Overall Success Rates
- “Business” Benefits – Expectations versus Achievements
- “IT” Benefits – Expectations versus Achievements
- Measuring Success
- Avoiding Failure
- How to Succeed
- Key Findings for IT Organizations

Appendix A: Categories of BSM Definitions

Appendix B: Survey Demographics




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