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BSM hitting success with US enterprises

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CIOL Bureau
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BOULDER: A new study has found that overall success rates for business service management (BSM) initiatives are high, with 89 percent of respondents indicating that their BSM initiatives met or exceeded expectations.

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The study by Enterprise Management Associates (EMA), an IT management research and consulting firm also uncovered the top factors that helped these real-world organizations avoid failure and achieve success with their BSM initiatives. For this research report entitled, ‘Business Service Management: Strategies for success in 2009,” EMA surveyed 160 North American and global IT and business professionals involved in selecting and using BSM solutions for their organiza­tions.

“Solid organizational support and executive commitment, effective communication between business and it and well-documented requirements are all critical success factors for BSM projects,” stated Paul Burns, EMA research director and study leader.

Other key findings are that BSM is a strategic initiative for the majority of organizations adopting it, with 57 percent having C-level roles responsible for their BSM mission. While 77 percent of respondents chose definitions that describe BSM as a process or approach to managing it, leaving out the role of it products. Yet, products are instrumental in implementing BSM strategies.

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As 71 percent of respondents indicated that associating business metrics with end-to-end it services is a critical technical capability that must be supported in BSM solutions.

Among the top business benefits identified that were achieved through BSM major were visibility into it’s impact on the business, increased user satisfaction and ability to prioritize it activities based on business needs.

Top IT benefits associated were better quality of IT services, greater IT management process maturity, IT cost reduction, increased automation and improved productivity.