Business Service Management (BSM)

Some of the key components pertaining to BSM are listed below:-

  • A Service Catalog, as defined in ITIL Service Delivery, is a list of services that an organization provides, often to its employees or customers Service Desk
  • Service Desk function is the single point of contact between users and IT Service Management. Tasks include handling incidents, problems, changes and requests, providing an interface for other ITSM processes.
  • Release Management is used for platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure.
  • Configuration Management is a process that tracks all of the individual Configuration Items (CI) in a system. The fundamental component of CM is the CM database (CMDB) which contains the CI information and is used to understand the CI relationships and track their configuration.
  • Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the Service Level Agreements (SLA’s).
  • Availability and Performance Management allows organizations to sustain the IT service availability in order to support the business at a justifiable cost. The high-level activities are Realize Availability Requirements, Compile Availability Plan, Monitor Availability, and Monitor Maintenance Obligations.
  • Capacity Management supports the optimum and cost effective provision of IT services by helping organizations match their IT resources to the business demands. The high-level activities are Application Sizing, Workload Management, Demand Management, Modeling, Capacity Planning, Resource Management, and Performance Management.
  • IT Financial Management is the discipline of ensuring IT infrastructure is obtained at the most effective price (which does not necessarily mean cheapest), and calculating the cost of providing IT services so that an organisation can understand the costs of its IT services. These costs may then be recovered from the Customer of the service.
  • The IT Asset Management function is the primary point of accountability for the life-cycle management of information technology assets throughout the organization. Included in this responsibility are development and maintenance of policies, standards, processes, systems and measurements that enable the organization to manage the IT Asset Portfolio with respect to risk, cost, control, IT Governance, compliance and business performance objectives as established by the business.