Chip Salyards, BMC Software's executive director for APAC, talks to Pankaj Maru of CyberMedia News about the concept of Business Service Management, its technology, challenges for today's businesses and much more. Excerpts:

Over the years, how much has Business Service Management (BSM) undergone major changes as a concept and technology; and what were the challenges that forced these changes?

The fundamental goal of BSM – strengthening the alignment of business with IT – has not changed since its inception. What has changed is that the breadth of technology that encompasses the BSM platform is far greater, better integrated and altogether more mature.

Most notably, BSM now includes service automation capabilities recognizing that automating certain aspects of IT management results in superior service, less risk to the business, and sizeable cost savings; with the current macroeconomic situation, this is more important than ever.

In addition, the analysts, competitors and customers have validated this vision. BSM is mainstream today.

What are the key needs of businesses that have led the use of BSM across verticals right from the automobile sector, aviation, banks and also the food and beverage segment?

The key drivers for any vertical are making IT more efficient; and getting IT in better alignment with the needs of the business. For many years, IT was seen as nothing but a cost center to the business, a necessary evil if you will.

Now, it can be an organization's most strategic advantage and the services it provides to a business and its end users are often mission / business critical. IT has matured to a level where its processes require efficiency and automation.

The end users, internal or external customers, expect and demand a high level of service. The only way IT can meet its commitments and expectations of the business is using a strategic platform such as BSM.

Do you think that the IT explosion across businesses beyond IT sector is growing tremendously and has given the more space and need for BSM in those respective businesses in recent years?

Absolutely. Regardless of the vertical, IT is now an important aspect of business today. Managing IT in a way that supports and even advances a business' operations and objectives is important for every organization.

The opportunity for BMC and BSM is ripe across various verticals in India and beyond. Already we are working with organizations like TATA Motors, IDEA Cellular, as well as Infosys and HCL.

What's the future of BSM in coming years? Will it become a strategic component for organization's IT infrastructure and business?

It already is – 85 per cent of the Fortune 500 and 99 per cent of the Forbes Global 100 rely on BMC solutions and BSM. As business becomes more dependent upon IT, the need to manage and synchronize it with the needs and priorities of the business will only grow stronger.

We envision BSM as the next platform for managing business Operations, where SAP and Oracle were about 10 years ago when the ERP systems were introduced and deployed.

Is it true that cost linked with BSM is the major factor that is keeping away many Indian mid and small sized organizations and enterprises from utilizing BSM and its benefits?

No. BSM isn't something that you implement at a single time. You begin by focusing on one or two areas that are in need of the most attention or will have the most positive or noticeable impact on the business and expand from there.

Any vendor that encourages you to "bite off more than you can chew" isn't a strategic partner that you want to continue working with. Helping you leverage the investments you've already made in a more efficient manner will set-up an organization for a successful and financially sound approach. "Ripping and replacing" existing investments is not always the best approach.

In fact, most customers look at BSM as a cost savings exercise as they can automate mundane tasks and reduce MTTR while increasing their business relevance with less staff.

Recently, BMC Software received the Pink Elephant certification. What does this certification means to you in terms of company's business and strategy?

BMC has been the leader in BSM since we pioneered the concept in 2003. We have always been a leader and believer in developing solutions that embrace and help organizations implement ITIL processes and best practices in their organizations.

The Pink Elephant verification reflects and recognizes our commitment to just that.