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Next Practices in Business Service Management


The Why & What of Business Service Management by Bill Keyworth
Editor Bill Keyworth explains the purpose of this site, and invites you to join the conversation.

If You Don’t Market IT Operations, Who Will? new article by Bill Keyworth

IT Financial Management: A Critical Ingredient for Business Service Management new article by Bob Multhaup

Operational efficiency – it’s not just about cost cutting new article by Matthew Burrows

Costs: The Essential Currency of Business Service Management by Bob Multhaup

Are You Already Implementing Business Service Management? by Bill Keyworth

Business & IT Alignment Masterclass: Key Issues by Paul Wilkinson

Simulation - Testing BSM Assumptions through Workshops by Rich Ptak

Ethics and Conduct in Aligning IT & Business by Matthew Burrows

The Essence of Professionalism: Will it make a difference in your IT career? by Pete McGarahan and Ric Mims

Is Going Agentless “Essential” for Business Service Management Initiatives? by Bill Keyworth

ITIL 2011: A Quick Overview by Malcolm Fry

WEBINAR: Can Business Service Management Navigate the Turbulent Air Currents of Cloud Computing? by Bill Keyworth

itSMF Seminar: Key CXO Take-Aways by Paul Wilkinson

IT Underneath the Fashion: An Interview with BCBG MAX AZRIA's Kent Fuller by Bill Keyworth
BCBG MAX AZRIA GROUP's Kent Fuller, Director of Enterprise Infrastructure Services, reviews several successful IT initiatives that exemplify how IT is creating better alignment with its business community at the fashion retailer.

Control and Agility in IT: An Interview with Evolven's Sasha Gilenson by Rick Berzle
Evolven's Sasha Gilenson offers some interesting insights into how Evolven supports companies trying to move to level 3 by balancing IT’s agility to meet business requirements with control to ensure stability.

The “Business” Service Leadership Agenda
by Peter J. McGarahan
Why do some companies consistently exceed their business customers’ expectations and others fail to meet their customer’s basic demands and needs?

Survey Results of “Attitude, Behavior and Culture” on Business Perception of IT’s Value
by Paul Wilkinson
Many ITIL initiatives fail to realize the expected Business Value of Service Management. Here's why >> 

CIOs on BSM: An Interview with BMC Software's Mark Settle
by Bill Keyworth
An insightful conversation reveals how leadership in Business Service Managment makes a competitive difference. BSM Review interviews Mark Settle on the challenges and opportunities of Business Service Managment in his role as CIO at BMC Software. More >>

Top 10 Types of Resistance to ITIL Improvement Initiatives by Paul Wilkinson
As IT becomes increasingly important to business operations more and more IT organizations are turning to ITIL and other such ITSM frameworks to bring IT under control and provide services that deliver business value. ITIL V3  sums up perfectly what we in IT need to deliver "Value to customers in terms of outcomes they want to achieve without the ownership of specific costs and risks." More >>

A Business Service Model for Cloud Computing by Martin Jones
We're noticing that companies are looking at a business service delivery model to understand and manage the Enterprise cloud. With all those years of investment in ITIL, it's a good idea to use your common understanding, and extend it to the cloud service provider community. As a corollary, this is a minimum requirement to create a model for business service management of cloud based services as well. More >>

Strategy: 4 Waves of Disruption: The Cloud – what it is, how it got here, and where it is going
by John Hagel and John Seely Brown
Today cloud computing is generally viewed as a potentially attractive new form of low cost IT outsourcing, and cloud technology providers and users are focused on tackling the many limitations and challenges, especially in serving enterprise scale needs.Looking ahead, though, we see a series of significant disruptions that will be catalyzed by the evolution of cloud computing. Learn more >>

Making the RITE Decisions – Necessary IT Change for Survival in the New Economy by Vance Brown
Organizations must no longer "collect data for data's sake"- nor even for information’s sake. In order to make right, or "RITE" decisions, management must understand that data must be Relevant, Integrated, Timely and Efficient. Learn more >>

ITIL and Value Network Analysis by Laurence Lock Lee
Laurence Lock Lee traces the evolution of the ITIL business model to the point where it is today with regards to value networks. He delves into the what and how’s of "value network analysis" (VNA) and how it differs from more familiar analytical techniques like business process analysis and functional systems analysis. More >>

Defining the Cloud Storage Maturity Model by Steve Lesem
One way to look at cloud computing adoption is to evaluate cloud storage adoption. By defining a maturity model for cloud storage, we can, in effect, define a maturity model for cloud computing itself. Learn more >>

A CRM Approach to Business Service Management? by Peter J. McGarahan

IT needs to act like the service provider it is (a business within a business), with its sole focus on achieving business-based results as defined by its customers – or “business-oriented service management.” . Learn more >>

Turning Service Management Green by Karen Farris

An initiative that most businesses are not undertaking is embedding sustainability into processes and workflow. Businesses can use their existing service management framework to improve the sustainability of IT and the goods and services that they provide. Learn more >>

Business Service Management Case Study: EnergyCorp, a Mid-Sized Utility by Bill Keyworth

The objective of this case study is to demonstrate how assumptions and recommendations of the BSM Maturity Model were used to improve the value perception and deliverables of EnergyCorp's IT organization. Learn more >>

Value-Based Management: Demonstrating the “Business” Face of IT
by Tim Stratton

Financial Management – the Lost ITIL Process Returns!
by Bob Multhaup and Ken Turbitt

ITIL Goes to Harvard
by Bob Multhaup and Ken Turbitt

Is your Workload Automation Broker an overlooked gold mine of BSM data? by Gwyn Clay

Capacity Planning: Critical for Business and IT Success by Richard L. Ptak

Business Service Management: Developing a Business Impact Statement - How and Why
by Bob Multhaup & Ken Turbitt

Resolution Ownership - It Matters for BSM!
by Peter J. McGarahan

IBM’s Strategy for Business-Oriented Service Management
by Richard L. Ptak, Bill Keyworth and Audrey Rasmussen

Book Review: The Concise Executive Guide to Agile
by Bill Keyworth

Business Service Manangement: Operating IT from a Business Perspective
by Peter Armstrong

How can IT determine business impact unless the business tells them which systems are vital, the relative priorities of these systems, and the cost of their being offline? »

Business Service Manangement Enhancements within ITIL v3
by Ken Turbitt and Sharon Taylor

With the release of IT Infrastructure Library (ITIL) version 3 (ITIL V3), it’s clear that your goal as an IT professional has changed. You’re no longer tasked with aligning IT with the business. Now your goal is to integrate IT with the business. »

Getting Started With Business Service Manangement: An IT Operations Centric Approach by Doug McClure
IBM's Doug McClure explains how he views Business Service Management and how to get started from an operational perspective. »

The IT Value Hierarchy: A framework for articulating IT Value using Maslow’s Hierarchy of Needs as a metaphor by Robert Urwiler
The IT Value Hierarchy is a simple model for articulating the progressive desire for increasingly sophisticated applications of information technology within competitive organizations using Maslow’s Hierarchy of Needs as a contextual reference. »

IT as a Service Provider: Strategies for Building Trust
by Steve Lesem
IT teams that adopt a service provider mindset and who dedicate themselves to closing service gaps will succeed in the new world. Here's how »

Increasing IT Agility by Integrating SOA with BSM
by Annie Shum and Avtar Dhillon
Business Service Management (BSM), rooted in ITIL, helps organizations manage IT from a business perspective. By identifying and mapping business-critical processes to the underlying IT infrastructure and services, BSM connects key business services to the IT services that manage them, such as routers, servers, and applications. While BSM does the mapping, Service Oriented Architecture (SOA) serves as the framework that connects the infrastructure. Hence, the BSM methodology and SOA are synergistic and the integration of BSM into SOA is pivotal to IT agility. »

Business Service Leadership: The Time is Now! [Part 2]
by Peter J. McGarahan
A mentor of mine reminded me that my audience would take us seriously if we had a track record of results. He called it credibility with the IT organization and stated factually, “they won’t listen to you strategically, unless you can deliver tactically.” That single piece of advice changed my day-day operational management focus. [See also: Part 1] »

Considerations for Migrating to the Cloud:
How Cloud Computing is Changing the Enterprise

by Martin Jones and Christian Sarkar
With the advent of cloud computing and the timing of the global recession, IT is being asked to "lead or get out of the way." IT's job is to manage this turbulence and find new ways to create business value through innovation and optimization. The cloud is just one of the challenges ahead. By facing these challenges, and leading the way, IT can and must become a proactive business value creator. »

Business Service Leadership: The Time is Now! [Part 1]
by Peter J. McGarahan
Business Service leadership is about doing the right thing for the right reasons and making fact-based decisions. It’s about challenging conventional wisdom and having the moral backbone to stand up for doing the right thing for your customers and the people that serve them. »

Business Service Management, Six Sigma and your IT Compliance Program
by Chrisan Herrod
Institutionalizing a culture of continuous monitoring as an essential part of IT compliance management can be achieved using the best practices of the Six Sigma methodology. IT compliance should be treated as a critical corporate program and to that end Six Sigma can be used to assist organizations in implementing a robust and effective information technology compliance program and culture. »

Security Management Survey: ISO, ITIL and COBIT Triple Play Fosters Optimal Security Management Execution
by Mary Johnston Turner, Jon Oltsik, and John McKnight
A security management survey provides compelling evidence that success strategies require the use of multiple best practice controls and processes in addition to state-of-the-art tools. Organizations that implement a mix of ITIL, ISO and COBIT best practices have achieved noticeably higher levels of workflow and organizational integration, thereby improving their ability to address internal and external business requirements across IT and the business. »

A Measured Approach To Cloud Computing:
Capacity Planning and Performance Assurance

by Annie Shum
IT professionals should underscore the critical roles played by integrated virtualized service oriented management, governance, performance assurance, and analytics-based feedback loops. Together, they can safeguard the successful adoption and, ultimately, the viability of Cloud Computing in enterprise IT. »

Path to Compliance as a Business Strategy
by Richard L. Ptak
Initially, compliance was an externally imposed distraction, representing just one more burden on an over-stretched enterprise and IT staff. But now, compliance activities not only provide data about current practices but also highlight areas where increasing the level of control could yield greater efficiencies in operation.»

The Case for Agile Business Service Management
by Israel Gat
When development, deployment and operations evolve in parallel from a business services perspective, we get Agile Business Service Management. »

Business Service Management: Driving Data Center Performance
by Richard L. Ptak
Enterprise demands on and expectations from IT and data center services continues to grow despite flat budgets and static levels of IT staffing. The result is a significant level of pain hitting hard in the operations center. Fortunately, this is now being addressed by vendors with a new generation of intelligent, automated system performance management tools. It’s known as Business Service Management or BSM. So what does Business Service Management mean?

How to Spell "BSM"
by Tom Bishop
Business Service Management, or BSM: there simply isn’t a more important aspect of an IT strategy than one built around the concepts of BSM. The reasons are as fundamental as they are essential. IT is no longer a support or back-office function… Most businesses today are so dependent on IT that, if an IT organization does not understand how the business depends on its services, or does not manage those services with that business perspective in mind, they are dooming the business to slow, steady death…. »

Recessionary Strategies: ITIL & Business Service Management
by Ken Turbitt
In today's recessionary climate, we need to be effective, to manage our capability, to remove excess costs out of the business, reduce expenditure on IT and the business, and provide clearer visibility into the business performance and outlook. Learn how ITIL and Business Service Management can help »

First Contact Resolution: The Performance Driver!
by Peter J. McGarahan
Today’s demanding service environment requires service leaders to deliver cost-effective, quality services that meet the dynamic needs of the business. Here's what must be done in a service organization to drive First Contact Resolution and reap the positive financial, customer satisfaction and productivity benefits »

Mitigating Risk for End-of-Life Technology
by Bill Keyworth
It’s hard to envision a normal, rational IT executive replacing their existing “end-of-life” technology without an examination of alternatives. Yet, too often we rely on the biased input of our legacy vendors in choosing replacement options. Based upon decades of exposure to the marketing prowess of IT service management vendors, the author submits recommendations for mitigating the risks associated with end-of-life technology. Specifically, we’ll outline a process to help turn the end-of-life problem into an opportunity to better serve the needs of your business constituents and IT staff …thereby moving to a desirable state of Business Service Management (BSM). We’ll also suggest how to analyze your options up front, prioritize and focus on critical evaluative criteria, validate findings and test conclusions. »

Business Service Management: The move to a new way of working
by Peter Armstrong
You really need to take an inventory of what you have in IT – not from the technical point of view, but from the viewpoint of what the business needs. Ask the business which systems are the most important, and how much they are worth. When they want something new, ask them what it is worth and how much they are prepared to pay for it. Ask them what service levels they truly require. Then ask the most important question in IT/business relationships – why? »

Agile Business Service Management: An Interview with Jim Highsmith
by Israel Gat
An interview with with Jim Highsmith, author of Agile Project Management: Creating Innovative Products, on why he wrote a new edition of the book, approaches to agile development, agile adoption, risk-mitigation strategies, and more.

ITIL Lite: Vital ITIL
Malcolm Fry
We get a sneak peek at Malcolm Fry's forthcoming book - ITIL Lite, and discover why he advocates a selective approach to implementing ITIL v3.































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