Business-Service Management

Business-service management (BSM) treats IT as part of the larger enterprise strategy, and helps fill the gap between business and IT.

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Major problems often happen in the grey areas, particularly due to errors in the interfaces, and focuses on critical failures. Sufficient redundancy should allow failures in non-critical areas to protect the business from being affected. BSM, which is positioned above IT Service Management (ITSM), promotes a customer-centric and business-focused approach to service management, aligning business objectives with IT or ICT from strategy through to operations. Tools that help BSM include a modeling language, and a common dashboard, which together allow data center personnel to see problems before business customers do.