Business Service Management
The growth in the service provider market means that the provider faces many challenges. They need to be able to provide a flexible array of services to their clients that can be remotely managed, combining both internal and outsourced infrastructures. Real-time management data, from a variety of distributed sources, needs to be aggregated and shared, while maintaining security.
In order to overcome these challenges, service providers require a scalable management platform that quickly develops a partnership between them and their customers through the sharing of performance information. Management Tools There are many management products on the market that administer and monitor the components that make-up the infrastructure for e-business.
Some service management products have only been able to define the concept of service at the level of device, application, or transaction-specific. They monitor the availability and performance of specific management domains such as the network, Web resources, systems platform, or applications. These tools allow the organisation to determine how the network is behaving, what response time is being achieved on the Web site, but they do not enable the impact of an outage of an element to be assessed at a business process level.Enterprise management systems extend the availability and performance monitoring across multiple management systems, but they normally lack the ability to easily associate management data with the business processes that it affects. Some products focus at the business process level, but supply little or no information on the behaviour of the underlying infrastructure. Few of these solutions offer a secure way for management information to be shared across enterprise boundaries so that they are unable to supply a comprehensive view of critical services that span multiple business units.
Infrastructure management vendors have tended to offer solutions that do not interoperate with other systems or that can only exchange limited types of information with other management systems. This has further complicated matters for the IT administrator who is then presented with a proliferation of data from various sources that give their own narrow view of what is happening in the infrastructure. While there may well be a vast amount of data showing volumes, events, faults, availability, status, and performance, these cannot be related to the services that they combine to provide.
When problems do occur, it is difficult to prioritise their seriousness in order that remedial action can be taken in a logical and most effective manner. The Integration of Management Systems Some vendors have responded to these problems by marketing solutions that integrate or consolidate event streams from different management systems. These solutions are supposed to align the infrastructure with the goals of the business, although they can be expensive.
Many require the replacement of existing management systems or an upgrade to the latest version of the vendor's system. Some are based on proprietary technology that limits co-operation with competitive management systems. Integration solutions are limited in their functionality, as most are not able to integrate or correlate data from disparate infrastructure components. This means that they are unable to relate network data with applications data. Most integration solutions are also not designed to work across multiple organisation boundaries. So the overall picture of service management is of domain-specific performance and availability reports, rather than a reflection of how the entire infrastructure is delivering the business service.
For it to be accountable for the delivery of service, IT must manage simultaneously across business processes, management systems, and different business units, enterprises, and/or organisations. As the IT infrastructure has become so important to the conduct of the enterprise's business, so its complexity has increased dramatically. This has meant it is imperative that the technology issues involved must be understood by the business, as must their consequences. To gain this understanding, enterprises must view the infrastructure from a business service perspective. In order to achieve this, each line of business must be accessible with a degree of granularity that allows access to each individual technology element for diagnosis and repair. Lines of business services now tend to cut across the traditional management systems and business processes. They can also span organisations and divisions.
An application such as supply chain management can range across the functional organisations of sales, marketing, purchasing, manufacturing, and customer service. This requires that in order to be truly responsible for service delivery, it is necessary to manage simultaneously the delivery of management systems, business processes, and the various business units, enterprises, and/or organisations. A BSM system complements an enterprise's existing management systems to achieve this level of management sophistication. It operates as a top layer and provides a single, centralised method of command and control for the entire IT infrastructure. A Platform for BSM Managed Objects, a company based in McLean, Virginia, recognised there was a need for a product in the BSM space in the market. It calls its vision Business Service Management3, which recognises that service delivery must be simultaneously managed across three dimensions:
We keep your services up and running – everywhere, all the time. Business Service Management lead business to digital transformation and increase the velocity of IT, Manage IT assets with efficiency and control across their lifecycle, and give end-users a modern way to interact with IT and other shared service groups. Business Service management(BSM) takes IT to the next level of service management maturity. BSM solutions and ITIL practices work together to help you manage IT from a business perspective. The core of ITIL service management practices focus on demonstrating business value.
The solution can put you ahead of the curve when it comes to implementing ITIL best practices. Service Management methodology encompasses the following areas:
1. Service Catalog Customers depend on your service catalog to request or access the IT services they need to be successful. Digital Workplace helps you avoid catalog sprawl by aggregating hardware, software, and services from multiple cloud-based and on-premises sources, turning your service catalog into a modern service app store.
2. Service Desk The service desk is the single point of contact for IT Support, managing incidents and service requests, and handling communication with users.
Business Service Management Automated ticket tracking, routing, and email notifications help resolve issues and requests efficiently, and self-service access for users helps them find answers to common problems quickly. With the right tool set your service desk can improve IT and business processes across the organization to run more efficiently.
3. ITIL®-Compliant Incident/Problem/Change Management ITIL, the most widely accepted approach to IT service management, helps organizations use IT to realize business transformation and growth. Incident management is closely tied to other service management processes including problem and change management. Automating incident and problem management workflows can improve resolution times and prevent future incidents. Change management is the process designed to understand and minimize risks while making IT changes.
4. Configuration Management Database (CMDB) Every component, or configuration item, that needs to be managed to delivery an IT service, is contained in your CMDB. At any given time, you need assurance your information is accurate. BMC Atrium CMDB provides a complete, accurate, and up-to-date view of the people, processes, and technologies that make up your business and IT environments.
5. IT Asset Management Getting the most return from your IT investment starts with a clear view of all your hardware and software assets. IT asset management software should be able to discover IT assets throughout the environment (agent and agentless options) and connect IT assets to services for better change management and faster issue resolution. Look for manageability features that deploy, configure, and patch devices, operating systems, and applications.
6. Knowledge Management Knowledge Management is the practice of capturing, organizing, and making available a body of knowledge within the service management organization to solve problems faster. By putting the right information in front of the right people at the right time you can reduce the burden on IT and significantly improve customer satisfaction. Ask the Expert to Answer Your Questions MII Service Management Solution Contact Now
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