Skip to main content

7 Must-Have Capabilities for BSM Service Impact

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
Remediation.

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.

Hot Topics

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...

7 Must-Have Capabilities for BSM Service Impact

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
Remediation.

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.

Hot Topics

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...