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Review.com

Next Practices in Business Service Management

 

BUSINESS - IT ALIGNMENT

o1
Resolution Ownership - It Matters for BSM!
by Peter J. McGarahan
"You Answer It; You Own It!" A customer-focused service culture designed with the customer in mind will quickly benefit from the practice of Total Contact Ownership (TCO), where there is no ambiguity of ownership and direct accountability when it comes to the customer experience and ultimate satisfaction. » new article

people
Are People the Forgotten Part of ITIL within BSM?
by Peter Doherty
IT departments are now being required to talk, measure, manage and deliver in terms of the business service consumed (BSM), not the terms of IT Metrics used in the past. »

toyota
Interview: Dave Howard, Toyota Financial Services
by Bill Keyworth

Dave Howard, IT National Manager for Toyota Financial Services, with specific responsibility for Service Management speaks to Bill Keyworth about Toyota's BSM initiative. »

vail
CIO Interview: Robert Urwiler, Vail Resorts Inc.
by Rick Berzle

Vail Resorts' CIO explains why IT should constantly work to build meaningful business relationships as the basis for ongoing alignment. How to build of trusted relationships with key business managers »

bsm itil
The IT Value Hierarchy: A framework for articulating IT Value using Maslow’s Hierarchy of Needs as a metaphor by Robert Urwiler
A simple model for articulating the desire for increasingly sophisticated applications of information technology 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. »

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.” »
See also: Business Service Leadership: The Time is Now! [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 find new ways to create business value through innovation and optimization. »

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. »

The 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. »

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. Here's 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. »

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. »

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

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BUSINESS SERVICE MANAGEMENT

bsm ibm
IBM’s Strategy for Business-Oriented Service Management by Richard L. Ptak, Bill Keyworth & Audrey Rasmussen
IBM’s strategic focus on Integrated Service Management (ISM) & the application of IBM solutions under the 'Smarter Planet' theme marks a milestone achievement in linking business and IT resources for business success. »
new article

cloud migration
BSM: Developing a Business Impact Statement
by Bob Multhaup & Ken Turbitt
IT leaders must learn the necessity, value and process behind the development of a “Business Impact Statement” and the importance of crafting this statement in terms and metrics that are meaningful to the business community. The authors highlight its critical role in initiating business-oriented service management. »
new article

ss
Is Self-Service Critical to BSM Success?
by Pete McGarahan

The question is simple: why aren’t more organizations using self-service to successfully engage the business community? And do end users actually “like” helping themselves? »

BSM future
Reaching For The Future with BSM: On The Path Towards Business “Oriented” Service Management by Troy DuMoulin
Troy identifies the broad usage of the term "Business Service Management" among other corporate disciplines beyond IT. »
new article

IT from a business perspective
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? »

bsm itil
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. »

bsm start
Getting Started With Business Service Management: 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. »

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. These demands are being addressed by vendors with a new generation of intelligent, automated system performance management tools. It’s known as Business Service Management. »

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. »

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 »

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? »

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. »

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 Management, Six Sigma and your IT Compliance Program by Chrisan Herrod
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. »

 

INTRODUCTION
The Why & What of Business Service Management by Bill Keyworth
Editor Bill Keyworth explains the purpose of this site »

EDITOR's RECOMMENDATION
BSM: Developing a Business Impact Statement by Bob Multhaup & Ken Turbitt

bsm

Register for our monthly newsletter, and download "Why Doesn't the Business Drive BSM? A Value-Driven Business Service Management Maturity Model"- by Bill Keyworth and Rick Berzle. »

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BOOKS

agile

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

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

INTERVIEWS

Interview: Dave Howard, Toyota Financial Services by Bill Keyworth

CIO Interview: Robert Urwiler, Vail Resorts Inc. by Rick Berzle

Agile Expert: An Interview with Jim Highsmith by Israel Gat

FROM THE BLOG

 

HUMOR
Bet you didn't know that ITIL expert Malcolm Fry's fondest wish is to make it on late-night television as a comedian (not on NBC). Watch:

fry fun
How to Improve Corporate Productivity by 40%

see also: Keep Your IT Job
 

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