Ariel Gordon, Neebula VP of Products and Co-Founder, and BSM pioneer, talks about the concept, history and evolution of Business Service Management.
EMA consulting once did an analysis of why strategic service management initiatives fail. These ranged from cross-domain performance management initiatives, to configuration management initiatives with CMDB/CMS enabling foundations, to company-wide asset management initiatives to name a few. Of the top ten reasons for failure, only the bottom two (Integration and Discovery) were technology-related. Three of the top eight were specifically communication-related: Staff Buy-In, Managing Expectations, and Overcoming Resistance to Change. And in fact Staff Buy-In was number one!
I had originally intended to make this blog about mental health. A supportive article for those of you trying to support change in your own environment wrestling with the stubbornly persistent caricatures and silos still so dominant in many IT organizations.
Kalyan Ramanathan, Director of BSM for HP, talks about BSM and performance management in hybrid environments.
EMA has just collected some new data regarding how IT organizations are seeking to assimilate cloud services from a top-down, service management perspective. The data gathered in December of 2010, spanned 155 global respondents with high percentages of executives (better than 50% director and above) – as the goal was to understand how senior management and cross-domain organizations that usually have senior executive leadership are leveraging cloud computing.
Many businesses have, over time, multiple ERP systems across the enterprise, due to acquisitions or as a result of business units creating their own IT systems and support ... Consolidating these systems into a single, shared service enables you to leverage economies of scale while also providing a consistent level of service across the enterprise ...
Call it the “tail wagging the dog” but as I already indicated in my previous blog, cloud computing seems to be surprisingly good for service management -- both in terms of technology adoption and in terms of political and process-related transformation. This includes technologies like CMDB/CMS, IT Process Automation, User Experience Management and SLM, as well as integrated service desk and chargeback accounting – among other “bellwether technologies” – or technologies that reflect more advanced organizational and process readiness.
Sometimes… OK most of the time … the terms and words we use for “things” in service management are in themselves landmines.
One of the worst culprits is of course the term “CMDB” which I like to compare to "The Holy Roman Empire" – which as H.G. Wells pointed out was neither "holy" nor "Roman" nor an "Empire". Well, the CMDB is not about anyone but ITIL’s definition of "configuration management" and in the end, it isn’t, or shouldn’t be, understood as a physical database, either.
I thought it might be nice to set the stage for what I mean by “MegaTrend” and more importantly, what this blog might be about ...
Just for starters let’s look at the three most immediately affiliated terms or acronyms: Business Service Management (BSM), automation and CMDB/CMS.
BSM is all about managing services. Services are made up of hardware and software. Let’s trace the service backward from the human.
Kathy is the human, she interacts with her computer and the software she is using. For this example, let us use a browser based application. Browser talks to the application server over a network and that server typically talks to a backend, like a database, over a network.
EMA Vice President Dennis Drogseth speaks frankly about the BSM Service Impact Radar.