June 30, 2011

I'm still concerned by the number of organizations who say they are "implementing ITIL", even worse the ones that say "we're implementing ITIL V3".

June 22, 2011

For a VP of operations, the cloud, virtualization and mobile communications are making BSM harder than ever. Unfortunately your business customers don’t care. They just want your services to work when, where and how they want them. And they don’t want them to cost too much either. But here’s the issue: while effective, the tried and true approach to BSM — focusing on monitoring and measuring end-user experience—doesn’t provide the type of insight that a VP of operations needs. Today’s IT environment is just too complex. You need higher-level insights that are possible with an IT performance system.

June 21, 2011

Service Management professionals, whether working in an operational environment, providing consultancy or training services, or any other aspect of service management, would benefit from the ability to demonstrate their professional standing, competency and experience ...

June 16, 2011

The interesting thing I come across regarding BSM is the gap between concept and lab with the reality of the client consumption. Let's face it, a full blown, all concepts, process and product BSM solution is an expensive proposition and a journey rather than a purchase or a project.

June 15, 2011

BSMdigest asked a variety of experts across the industry: What is the one piece of advice you would give someone about application performance management in the cloud? Several of these experts addressed the issue of application performance in the public cloud. Here are their answers ...

June 14, 2011

Our recent conversations with both executives (IT and business) and developers have convinced us that an evolution is well underway in enterprises of all shapes and sizes. All the ink spilled on articles and presentations to convince IT staffs that they need to expand their historic focus on keeping the infrastructure up and running has gained a firm hold in the technical community.

May 20, 2011

Ariel Gordon, Neebula VP of Products and Co-Founder, talks about his new company and the role of BSM in today's dynamic IT environment.

May 20, 2011

Ariel Gordon, Neebula VP of Products and Co-Founder, and BSM pioneer, talks about the concept, history and evolution of Business Service Management.

May 20, 2011

I hear lots of debate about whether IT should be in a customer/supplier relationship (often described as being a Service Provider) or seen as an integral part of the business along with their colleagues in other departments ...

May 20, 2011

Cloud computing requires a sophisticated approach to Business Service Management that enables you to track services from the data center and into the cloud. This post looks at 5 key capabilities that organizations must have in order to maintain visibility and control in the cloud ...

May 16, 2011

There is no IT for IT's sake - the IT is now just a tool and we need to focus on the job and outcome that we want to achieve with the help of the IT. Business Service Management (BSM) is an approach to understanding this context and ensuring that we always look at the goal/objective and outcome rather than focusing on the technology.

May 05, 2011

Why oh why do people seem to have such a preoccupation with cloud and Software as a service (SaaS), and why are they asking whether ITSM and ITIL are capable of working in these environments?

April 26, 2011

Malcolm Fry (a well-known expert in the Service Management community) was at the SDITS (Service Desk and IT Support) event in the UK last week, and was quoted as saying "When are we going to stop lying? No one is going to do all of ITIL". I've known Malcolm for some time now, and it was great to catch up with him at SDITS - we agree on so many things, and this is definitely one of them.

April 19, 2011

Defining BSM has always been a challenge. Many tool vendors have their own definitions of BSM, or use other terms such as ITSM, BTM or APM instead of BSM ...

April 18, 2011

EMA consulting once did an analysis of why strategic service management initiatives fail. These ranged from cross-domain performance management initiatives, to configuration management initiatives with CMDB/CMS enabling foundations, to company-wide asset management initiatives to name a few. Of the top ten reasons for failure, only the bottom two (Integration and Discovery) were technology-related. Three of the top eight were specifically communication-related: Staff Buy-In, Managing Expectations, and Overcoming Resistance to Change. And in fact Staff Buy-In was number one!

April 15, 2011

Business Service Management tools link IT components and the business services they support. BSM has changed both the way IT is managed and the conversation between IT and the business, putting focus on service levels of key business processes rather than on service level agreement (SLA) management of specific IT components ...

April 15, 2011

Over the past year or so there has been a lot of buzz around the terms ‘customer experience’ and ‘end-user experience’, as well as advice on how to maximize or optimize experience. Why the focus on the end-user experience? It’s the key to driving the adoption and efficient use of critical business services ...

April 07, 2011

If we in our organisations really want to do the best for our customers and the objectives of our businesses, we need to be more customer-centric and service-orientated.

April 05, 2011

I had originally intended to make this blog about mental health. A supportive article for those of you trying to support change in your own environment wrestling with the stubbornly persistent caricatures and silos still so dominant in many IT organizations.

March 19, 2011

Why do organisations have ITIL projects rather than targeted improvement projects which happen to use ITIL as one of the inputs/influences?

It's fairly common to find organisations who say that they are implementing ITIL, and I almost always find that this is increasing the risk that the project will fail to deliver on the expectations people have for it. How can you adequately manage and communicate with your stakeholders if they don't understand the objectives of the project? ITIL shouldn't be the objective.

March 18, 2011

Kalyan Ramanathan, Director of BSM for HP, shares four predictions of how BSM will evolve in the cloud.

March 18, 2011

Kalyan Ramanathan, Director of BSM for HP, talks about BSM and performance management in hybrid environments.

March 18, 2011

“Software is a constantly degrading environment.”

Although that statement has, perhaps, more double entendre than ideal, it’s at least literally true. It’s also in quotes because it didn’t originate with me, but with an engineer who worked closely with me at EMA for years. He was brilliant, insightful and creative, but ultimately more at home designing new solutions than commenting on those that weren’t his own.

March 17, 2011

Kalyan Ramanathan, Director of BSM for HP, talks about BSM and performance management in the cloud.

February 18, 2011

Many people think BSM is a set of tools/applications provided by a number of software tools vendors. In many cases, people can be forgiven for taking this view because the tools vendors sometimes do make it sound like you will get great business benefits purely by buying their tools. If you look at the available definitions of BSM, you might also find this view further reinforced – which I think is misleading and a real shame as the tools are only a part of the solution.