Whether serving public sector organisations, owner managed businesses, private individuals or listed companies with overseas operations, our goal is to help our clients achieve their ambitions. A BSM approach is most commonly applied in an Information and communications technology (ICT) environment, positioned above IT Service Management (ITSM) (which is often exercised according to guidance such as the Information Technology Infrastructure Library – ITIL ). BSM is distinctive in ensuring that business and customer objectives provide an input which is considered when defining the IT Service Management approach and the business services to be offered by the IT Service Provider (whether an internal IT department or an external service provider ).
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Anisa Telwar Kaicker is CEO and founder of Anisa International, a maker of private label cosmetic brushes and applicators in Atlanta that serves clients such as Estee Lauder and Laura Mercier. She will often ask such customers what they think of a new brush before rolling it out. Even if I went into a client and said this is not fully vetted yet, but I’d like your insight, they were always honored to have a first look,â€ she says. They would be the ones buying the product.â€ To protect her ideas, she routinely files for provisional patents and will mention in conversations, This is patent pending.â€ Her firm, founded more than 20 years ago, now generates $40 million in annual revenue, she says.
Beyond better response to an incident after the fact, IT operations can be more proactive in analyzing the configuration of the service to identify single points of failure. The capability to view historical configuration information and changes is also provided so IT operations can trace outages to specific changes on specific components over a defined period of time. This is great news for challenged operations teams as we all know that maximizing service availability is one of the most critical IT objectives.
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.