7 Must-Have Capabilities for BSM Service Impact
June 30, 2010
Pete Goldin
Share this

The following 7 requirements for a BSM Service Impact solution are based on the minimal criteria for inclusion in the “EMA Radar For Business Service Management: Service Impact”.

1. Support for service monitoring from a cross-domain perspective

The tool should be able to capture, reconcile and correlate cross-domain interdependencies impacting business service performance. Functionality could include performance management databases looking at performance or time series information; event-management-centric integrations; or self-learning heuristics.

2. Reconciliation of information from multiple sources

The solution should offer capabilities for reconciling information from multiple sources, including multiple brands of management tools.

3. Insight into user experience

The ideal BSM Service Impact product should be able to monitor and assimilate user experience metrics, a key indicator of business impact.

4. Automated linkages between IT service performance and business outcomes

At a minimum, the tool should alert the user to issues regarding SLA commitments and penalties. Other business outcomes can also include business process impacts, direct revenue impacts, and other business activity-related impacts.

5. Capture of application/infrastructure interdependencies

The BSM Service Impact tool should capture some level of interdependencies between IT applications and infrastructure, whether for in-depth configuration or for more real-time application flows, or at minimum for cross-domain diagnostic purposes.

6. Policy-driven automation

The solution should support some level of policy-driven automation for aligning service monitoring with active outcomes in terms of remediation. This would include closed-loop incident management and problem resolution, as well as configuration changes required for automated

7. Support for multiple roles across IT and the business

BSM Service Impact technology should support multiple roles inside and outside of IT, through dashboards and analytics, for critical decision-making and purposes of automation.

Share this

The Latest

October 06, 2022

The well-known "No free lunch" theorem is something you’ve probably heard about if you’re familiar with machine learning in general. This article’s objective is to present the theorem as simply as possible while emphasizing the importance of comprehending its consequences in order to develop an AIOPS strategy ...

October 05, 2022

IT operations is a metrics-driven function and teams should keep score as a core practice. Services and sub-services break, alerts of varying quality come in, incidents are created, and services get fixed. Analytics can help IT teams improve these operations ...

October 04, 2022

Big Data makes it possible to bring data from all the monitoring and reporting tools together, both for more effective analysis and a simplified single-pane view for the user. IT teams gain a holistic picture of system performance. Doing this makes sense because the system's components interact, and issues in one area affect another ...

October 03, 2022

IT engineers and executives are responsible for system reliability and availability. The volume of data can make it hard to be proactive and fix issues quickly. With over a decade of experience in the field, I know the importance of IT operations analytics and how it can help identify incidents and enable agile responses ...

September 30, 2022

For businesses with vast and distributed computing infrastructures, one of the main objectives of IT and network operations is to locate the cause of a service condition that is having an impact. The more human resources are put into the task of gathering, processing, and finally visual monitoring the massive volumes of event and log data that serve as the main source of symptomatic indications for emerging crises, the closer the service is to the company's source of revenue ...

September 29, 2022

Our digital economy is intolerant of downtime. But consumers haven't just come to expect always-on digital apps and services. They also expect continuous innovation, new functionality and lightening fast response times. Organizations have taken note, investing heavily in teams and tools that supposedly increase uptime and free resources for innovation. But leaders have not realized this "throw money at the problem" approach to monitoring is burning through resources without much improvement in availability outcomes ...

September 28, 2022

Although 83% of businesses are concerned about a recession in 2023, B2B tech marketers can look forward to growth — 51% of organizations plan to increase IT budgets in 2023 vs. a narrow 6% that plan to reduce their spend, according to the 2023 State of IT report from Spiceworks Ziff Davis ...

September 27, 2022

Users have high expectations around applications — quick loading times, look and feel visually advanced, with feature-rich content, video streaming, and multimedia capabilities — all of these devour network bandwidth. With millions of users accessing applications and mobile apps from multiple devices, most companies today generate seemingly unmanageable volumes of data and traffic on their networks ...

September 26, 2022

In Italy, it is customary to treat wine as part of the meal ... Too often, testing is treated with the same reverence as the post-meal task of loading the dishwasher, when it should be treated like an elegant wine pairing ...

September 23, 2022

In order to properly sort through all monitoring noise and identify true problems, their causes, and to prioritize them for response by the IT team, they have created and built a revolutionary new system using a meta-cognitive model ...