Editor's Note: I worked with lots of monitoring tool vendors and by far, my favorite tagline was, "It's Not the Network." The company had a product that monitored application performance and marketing started by raising the awareness level of their customers beyond just packets. Today customers care about end-to-end business service delivery across their entire information infrastruture. The following article is from a company with such a product. I thought it helps to post the above video to put it in proper context.
ITIL (IT Service Management) defines Business Service Management (“BSM”) as "the management of business services delivered to business customers."
The promise of BSM is to align the goals of IT with the goals of the business thus:
- creating business agility,
- increasing customer retention, and
- increasing employee productivity.
This is done by reducing downtime, minimizing MTTR and creating greater operational latitude. BSM allows IT organizations to prioritize projects thus enabling IT to be proactive rather than reactive. Moreover, BSM gives visibility to process performance trends and its impact on key business functions before problems become critical.
Roi Keren, CEO of Centerity Systems, Inc. states, traditional BSM systems are all but inaccessible to most IT organizations. Furthermore in order to implement a traditional BSM system, organizations are required to purchase separate monitoring modules for each aspect of the IT environment that most simply lack and cannot afford. Traditional BSM solutions have typically been designed for very large organizations that had already invested heavily in IT monitoring platforms and frameworks. A typical implementation period for these BSM solutions can be from several months up to a year because of the complex integration work needed between the separate monitoring components and to other systems. These implementations require up-front mega-investment in tools, not to mention the overall impact on TCO (Total Cost of Ownership) that includes recurring personnel costs for daily operations and annual maintenance costs plus over 70% of these projects fail before having any real return on investment.