What is the difference between bsm and itsm

The way I read these definitions is that service management is a generic item, with ITSM a sub-set or application of service management performed by IT service providers. In the context of ITSM, the term includes public sector and not-for-profit organizations, as well as companies. An IT service provider provides IT services to a customer within a business. The IT service provider may be part of the same business as its customer internal service provider , or part of another business external service provider.

Quoting from the Service Strategy book, on external customer-facing services:. Outsourcers, internet service providers and cloud service providers are all examples of organizations that are in the business of providing external services — and the technology departments providing these services are business units, supported by internal IT service providers. Each business unit owns assets and uses these to create value for customers in the form of goods and services.

My conclusion on the guidance from ITIL is that an IT or technology department could be both a business unit delivering business services and an IT service provider delivering IT services.

And you could also have two different organizational units — an IT department that purely delivers IT services, and a separate technology business unit which uses these IT services to support the delivery of business services. So, maybe we need a book on what BSM is, and how to do it well. He has considerable practical and operational experience of Service Management. It just depends on the viewpoint. IT Services can be business services if your business is IT.

And they do state that IT can perfectly be a business unit as well. Just like Business Service Management. The latter can also be defined in more detail. Think water, electricity, gas, call center,… whatever services you can deliver. I absolutely feel they got it wrong. Your email address will not be published. Save my name, email, and website in this browser for the next time I comment.

Share on facebook. Will Cappelli views BSM to be a tool that helps IT present a more business-oriented view of IT service quality and communicating the results in a language businesses and customers can better understand. BSM can help drive both agility and innovation when IT services are reported to the customer in real time, with corresponding business process and even financial data.

Creating valuable business-oriented IT service views is a complex process that starts with detailed conversations between the IT organization and its business unit customers to:. At another place, Will Cappelli defines BSM as a "category of IT operations management software products that link the availability and performance status of IT infrastructure components to business-oriented IT services that enable business processes".

At its core, BSM is about providing a capability to manage technology as a business service, rather than as individual IT infrastructure components. I view BSM to be more than just a tool, it is a way of managing each IT component such that it delivers measurable business value.

Some of the business gains achieved by implementing ITIL processes include:. Gartner Research also surveyed senior IT executives in and determined that "There was a strong positive correlation between those not using ITIL, and the degree to which respondents felt their infrastructure was under-funded. It is therefore believed that this reflects their focus on creating a service driven organization, the need to be competitive and achieve greater maturity.

Figure 2 shows the conceptual organizational architecture that represents the core principles that should underpin the achievement of larger Business Service Management goals. Figure 2. Conceptual Organizational Architecture Click to view larger image of Figure 2. The above-shown organizational architecture aims to enable IT organizations to achieve BSM through the delivery of high-quality business-process-aligned business services in a cost-effective and efficient manner.

Please note that the BSM implementation exposes managed business services that enable specific business processes and are visible to and are understandable by business users and business customers. Tool or technology is definitely one critical component that helps enforce the desired behavioral changes necessary to achieve the larger cultural transformation. I mention this specifically since I have seen some good intentions ending up into not so successful projects.

The key objective was to transform the technology-aligned IT organizations into business-aligned service-oriented BSM organizations. Mismanagement of this envisioned multi-year effort ended up in less than a year because the project team was unable to demonstrate tangible and quantifiable benefits to keep the momentum going. The key factors that led to the failure of this major initiative included the following:. Upon realizing what actually happened, the organization undertook a major effort to re-align the organization, roles and responsibilities to match the processes implemented by the tool.

When the organization and teams actually started to use the tool, it was discovered the tool had performance and capacity issues. Long story short, the initiative that was envisioned to transform technology-based organization to business-focused organization was mismanaged to the extent that it became a fire-fighting exercise. A pig with a lipstick is be a pig.

Deploying, what our dear vendors call these days a "ITILv3-compliant", tool into a low maturity organization will not change anything.

In fact, it will bring a tremendous damage to the overall transformational effort. Once again, it is important to appreciate that tools are important parts of enforcing the process. Splunk IT Essentials Work. Optimize Spark Performance on Kubernetes. The Data Age Is Here. Are You Ready? Splunk Momentum: Infrastructure. How to Get Started with OpenTelemetry. APIs in Action. Harness the Power of AIOps. Getting Started with Kubernetes the Right Way. Splunk Observability Cloud Free Trial.

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