Business Service Management (PDF Download Available)

Business ServiceMarlin is the preeminent provider of credit products and services to small businesses nationwide, delivering exceptional value and service to our customers, creating a rewarding environment for our employees and generating superior returns for our shareholders. As information technology in organizations grew more complex, it became evident there was a need for a more elaborated way to manage it. With the evolution of it capabilities from exotic additions in an otherwise human based process to full blown services available on demand as the organization requires, the challenge for effective it management has become to align technical capabilities with business goals and strategies. The purpose of this research is to go over the different paradigms focused on managing IT services based on business objectives. We first present a baseline concept of some relevant terms such business service and business service management, to ease the overview of several frameworks. We then describe one direction to which current research in the field is heading and finally we present a set of criteria we use to evaluate and compare all the considered frameworks and find their weaknesses and strengths.

A BSM approach can be used to understand the impact of business needs on IT Services and infrastructure , helping in the process of planning to ensure the portfolio of Business Services and IT Services aim to support these changing needs and objectives. This approach also helps to understand how technology, including incidents, changes and new developments, impact the business and customers. BSM can provide a dynamic method for linking key service components and capabilities to the goals of the business. It can help prioritize the activity and response of IT staff and service providers based on business priorities, and identify the impact and cost of service outages.

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