A new entrant to the Business Service Management (BSM) space emerged last week. Firmly targeting the mid-market, SMB and SaaS space, Manage Engine has released their initial beta solution called IT360 last week. (demo and download available here) (screenshots) Check out the IT360 blog here.
I classify Manage Engine’s IT360 product as a Hybrid BSM solution in that its focus is much more than pure play BSM. IT360 is built upon AdventNet’s strong heritage of building solid products in the ITSM space for the past 10 years, mainly going to market in the OEM space.
Hybrid BSM solutions are focused on delivering “just enough” core BSM enabling features and capabilities that other “best of breed” or “heavier” solutions for networks, systems, application, user experience mgmt/monitoring or service desk may not be needed. Think “BSM Lite” or “jack of all trades, master of none” in a good, cost efficient way. Many in this classification deliver their product as an appliance.
When the Hybrid BSM concept is executed and operationalized within a company correctly, this can be a great approach for delivering BSM value by driving the concepts of BSM (Think, Operate and Respond Different.) all the way down to the lowest levels within the consolidated solution making them consumable by all IT organizations, not just the operations center. There are also obvious administrative benefits here as well.
Others in this same area of BSM for the Mid-Market, SMB, SaaS, MSP, etc. include FireScope, Zyrion, Nimsoft (soon!) and potentially, at some point in their future ScienceLogic.
Welcome Manage Engine and I look forward BSM conversations, debate and competition in the future! 
by doug on January 26, 2009
I’ve recently struck up some very insightful discussions on Business Service Management (BSM) with an independent consultant named Robin Harwani. Robin has a history of being “on the ground” working through the various challenges of implementing multi-vendor service management solutions. This has given him great insights into the foundations required for success with BSM.
He’s presently working with one of our more successful BSM clients in an environment that’s full of ever changing technology and M&A consolidations. He’s also got significant background in the service provider space. I’m looking to him to build on my thoughts and visions for better defining what Service Quality Management (SQM) is. (BSM for Service Providers)
Robin’s proposed a series of ideas to share with all of you. I know you will look forward to these as much as I do. I’ve asked Robin to share his bio below.
Welcome Robin!
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Robin Harwani is a Consultant for Business Service Management (BSM), Service Assurance (SA), Operations Support Systems (OSS) and Network Management Systems (NMS). He has led the design and implementation of the BSM, Service Assurance, NMS deployments, proof of concepts for financial and telecommunication customers. He has worked on projects to architect analyze, evaluate and implement ITIL, ITSM, eTOM, TMN frameworks with large scale systems implementations and deployments. He is passionate about service management, dynamic languages, software research and ‘value’ based software engineering.
Robin is a strong believer in life long learning and on his way to complete his Masters in Software Engineering at University of Minnesota, Twin Cities; after which he plans to do PhD in Software Engineering. He is happily married to Neha and resides in Minneapolis, MN.
Recent Projects and Engagements
- Fortune 50 Commercial Bank – Business Service Management (Contextual) and Service Assurance solution for the Line of Business to manage and govern Service Oriented Architecture/Middleware Applications for strategic planning, business alignment and capacity management
- Fortune 500 Telecoms Service Provider – Service Assurance, NMS, OSS Systems Architecture and implementation for ATM, FR, Ethernet, DSL Network based on eTOM and TMN specifications
- Top 5 Consulting Companies – BSM Proof Of Concept for IMS, GPRS and Blackberry services based on 3GPP specifications
- Fortune 50 Telecoms Service Provider – Service Assurance, NMS, OSS Systems Architecture and implementation to consolidate enterprise wide monitoring, inventory and performance applications
