Business Service Management (BSM) is software for dynamically linking IT services (with a business approach) and the
Business Service Management (BSM) is software for dynamically linking IT services (with a business approach) and the IT infrastructure elements that support those services. Although this definition contradicts the goals of one of the main creators of business service management, who considers it "a way of thinking, not a product"; However, these definitions could not prevent BSM suppliers from passing it off as a product. Or disrupt the entry of analyst companies in this field. In fact, according to one of the reliable definitions that IT managers also confirm, business service management is: "Understanding the indicators used by business users to make decisions if IT can relate these indicators and business-related services." provide it with infrastructure elements of information technology" from this point of view: business service management is not a software at all, but indicators and a monitoring element. It is natural that it is a little confusing! Along with the rise of IT management software, the term Business Service Management has grown into itself and has quickly become the vague and unintelligible term CMDB (Configuration Management Database), which is unfortunate because Business Service Management plays a critical role in the success of IT has Business service management has even evolved into ITIL, where it is "an approach to IT service management that supports and creates value for business processes" and makes us aware of the reasons for business needs. Thus, BSM is how to use ITIL effectively and efficiently. Therefore, BSM is not a software product, but a mindset. According to ITIL, business service management is an exercise in strategic thinking. So, like many skills, business service management needs to be trained before being practiced. The importance of business service management BSM is the main factor in IT application. Today, business has an urgent need for IT services. The declining price of software and hardware makes it difficult to decide which one is better. This issue has faced the business with many solutions and alternatives in front of the traditional IT organization; Because today, there are many businesses that can easily install a system without the need for external help. In the past, this work was considered part of the scope of IT organizations. Of course, many business organizations are still connected to IT systems in a traditional way, resulting in very chaotic environments that show no sign of decreasing complexity. If IT does not respond to the needs of the business, the rules and conditions that the business puts in front of the IT organization and technology will increase. No matter how big a business is integrated with information technology solutions, there will be less changes in the quality and delivery of its services. Today, IT organizations are experiencing a dire situation with increasing complexity and declining quality, along with economic realities such as reduced budgets and IT personnel. From this point of view, business service management: 1- Takes the leadership role of ITSM (application and technology management) and the processes involved in them. 2- Describes how an IT service provider and its related business are aligned. 3- He balances his resources in order to get the most profit. 4- Provides guidance for IT managers to adapt to the business, control IT costs and improve the quality of IT services, and maintain moderation in resource allocation. 5- It works like a road map. (Since the business does not operate independently of the IT system or organization, it is important for technical and non-technical managers to know how to work together.) Turn "good" status into great In the hierarchy between IT resource management and application management, workflow management and business results management, business service management has the highest position. Usually, after going through the initial stages, IT organizations enter the maturity stage and go through these stages: A - Technology management Technology management is usually the first phase of maturing an IT organization. Technology management, for example, involves technology silos, independence, and organizational orientation around resources that require the management of a particular type of technology (for example, network and software). Technology management is focused on technology and is generally presented with multi-part management perspectives arising from its special technological nature. This issue has an emphasis on solving IT technical problems. It can also lead to unnecessary investment. With technology management, the investment value in information technology is generally less for the business and more for the IT institution. B - Application management Application management is a natural cycle in IT organizations and the transition from technology to application. Applied management includes technology management and gives it direction and focus. From this point of view, IT units in growing companies face the problem of preparing applications for their business users and customers. On the other hand, these tools provide investment credit. Application management is the evolved model of technology management - application layers gradually replace technology layers. In general, there are multiple applications and technologies that define the scope of some IT organizations. These products are for integrating the view of managers and the emphasis of IT is to fulfill this need through applications. The most important value in investing in information technology is the transparency of information for the company's customers as well as the users of the applications C - IT service management IT service management is a term to describe the activities and management of workflow by the IT unit. The concern of IT service management is not only the applications but also the outputs of the units and processes required to use the software and other business services. An IT unit, in addition to the business affairs of its users and buyers, must also cover the market offering of its products. In general, IT services bring indirect valuations, and that is facilitating interaction between users and business customers and their final investment. T - Management of business services Business service management is a term used to describe the successful side of ITSM that manages IT investments with the goal of improving industry and market position. Business service management also determines the best investment solutions and covers all technological and organizational boundaries that lead to the design and management of IT services. Business service management guides the management and design of IT services by focusing on the process of gathering and automating. The emphasis of most IT organizations is on the problems of IT services. The value of IT investment, from this point of view, is evident in the market and is considered as a competitive advantage. How to achieve business service management? The implementation of business service management includes the following four steps: • Defining IT services and preparing a business plan • Analyzing the value of services and prioritizing them to balance demand • Measuring quality to evaluate opportunities for improvement • Determining and allocating resources These four steps create a framework through which successful investments in ITSM such as ITIL can be achieved. First step: defining IT services and preparing a business plan The definition of services does not require a detailed description (from product marketing to the last piece of software and hardware), but rather understanding key business processes, business customers and founding boards of users and main IT services is considered. These are referred to as customer services, which represent business applications and essential marketing services. There is no need for a complete definition of the above, but they must first be defined for IT organizations in order to be able to value them. When a series of services is defined, it is time to create a business plan. The business plan is the general expenditure and IT services that provide the benefits and obligations. Therefore, the business plan includes information on costs, benefits, options, risks and possible problems. Also, in this plan, operational features of services and how to use them and support methods are also described. Second step: analyzing the value of services and prioritizing them to balance demand Valuing IT services is the next important step. According to the definition of IT services at the general level, the prioritization of the services that can be provided becomes very important. Considering that IT services, in addition to the benefits it creates for the organization, also determine the obligations and risks facing the management, IT service valuation is a kind of risk management exercise. Determining the value of IT services, considering the risks they may pose to the investment, is the value they provide to the business. It is these values that rank services in the IT circle. More generally, the importance of the service is recognized and accepted by its users. The value is greater than the cost when the project implementation costs can be replaced with things including the possibility of confiscation, crimes, taxes, lost profits and shares, legal and social obligations, etc. Measuring the benefits and opportunities of some services can justify its investment value. The third step: measuring quality (to evaluate opportunities for improvement) After defining and valuing, measuring and measuring the quality of IT services is important. The quality of IT services cannot be measured by IT organizations themselves because, at best, it is affected by internal capacity and readiness, and the experience of its users and customers. Determining the quality by organizations outside the institution reveals the defects and inadequacies of the services, and as a result, the managers' attention is directed towards these deficiencies. The final result of this measurement is to make the required measures clear and to create opportunities for compensation and improvement. Fourth step: determination and allocation of resources The last phase is the adjustment of development projects in business definitions. Every IT development program should be introduced as a formal project. This is not because of the amount of major investments in a management project, but because of the focus on business cases for which solutions are provided in the plan. These business cases, which are defined, validated, measured and confirmed in the previous phases, are very important. This process provides an understandable document due to the need for a development plan (and the loss caused by not preparing it). A defined start and end, along with clear goals and objectives, provides a much more mature business case than traditional IT proposal models. These projects and opportunities facilitate the use of ITIL and provide more favorable product procurement, experience acquisition and resource management. How to get started with business service management? We must remember that the purpose of business service management is to implement ITSM, generally in the form of an ITIL deployment. In most organizations, this issue starts with training in the first stage. ITIL often comes with a common glossary of IT terminology and a large number of tools and techniques that must be learned, as most IT organizations operate without these, causing the problems that most IT organizations face today. Applying Business Service Management requires appointing a manager to lead BSM activities and implement ITIL. Management training in business service management techniques (definition, valuation, measurement and adjustment of IT services) is essential for a manager who manages business service management activities. Business service management and ITIL implementation are important projects that require formal organization oversight. The project manager must himself (or at least his consultant) have ITIL certification. This is a long-term project, and every effort should be made to enable ITIL deployment. This person, who may be called the IT Service Manager, is the person who must implement the 4 steps of the service strategy. The implementation of the 4 steps of the service strategy itself creates a justification plan that is very expressive in the business plan. Having a business case helps IT management and ensures that we focus on those systems and applications that can help the business the most. Therefore, many companies start their work by hiring IT employees to conduct the ITIL Foundation Certification course. This period may last 2 to 3 days. Many companies consider it necessary for the participants of this course to get a certificate. This training provides a common understanding of the ITIL framework, the value of the service lifecycle approach, and how and where IT can add value to the business, and a common language for more detailed discussions during implementation. The main thing to remember is that new technology is always needed. While new technology is an enabler, it should not be the only basis for defining the optimal processes of the organization. It is important to know that technology cannot improve weak processes, it is only a tool. Tool selection for software systems should be the last step in a well-executed ITIL-based program. Conclusion In a summary, it can be said that business service management is a guide for IT service management. This is a critical issue. Also, keep in mind that business service management is not a set of products but a set of concepts. Business service management manages IT strategies so that IT activities can be managed. Managing business services doesn't cost much directly, and often investments are made in tools that don't necessarily lead to IT success. Although the development of business service management requires training, consulting, improvement of controls, software, hardware, etc. Source: system partners
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