This is a good read from CIO magazine. The last few paragraphs sum it up nicely. Keep these same concepts in mind as you begin your business service management (BSM) journey.
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“IT executives aren’t good at describing IT work in business terms,” says Forrester’s Orlov. “They describe it in terms of technologies they are supporting. IT spending should be described in terms of growing revenue, lowering cost and improving the time it takes to do something. If all you talk about is uptime, you are a cost center, not a strategic partner.”
“In the end, the real metric is not IT, it is business performance,” says Dow’s Kepler. “What is the output per employee? How efficient are we as a business per employee?
“If you’re looking for a metric to justify IT spending, that’s not the right mind-set,” he adds. “The right mind-set is to understand how processes, systems and people tie together to get business results.”