Links that I have found interesting for March 20th:
- The 4 Steps of BSM Success – How to Succeed at BSM
There are four fundamental components of successful BSM initiatives:
1.
Defining services
2.Assessing the business value of those services
3.Measuring service quality and performance
4.Selecting and justifying services or service improvement programs
Let's look at each one in turn.
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Thr is a very interesting conversation going on on the linkedIn group for BSM for step 1 mentioned in this article….
In the real world (not the ideal scenarios) what comes first: CMDB or BSM?
Understanding the CFS/RFS hierarchy (step #1 above) is a prerequisite to communicating the business value of any ITSM initiative. Assessing and ranking the Business Value of those services is an essential precursor to mapping CI’s to Services to Service Levels and facilitating Risk Management activities. Lacking these activities, one may be left with a very expensive asset management solution.
I think that you do whatever provides the best opportunity to enable people to “Think, Operate and Respond Differently” than they did before in the execution of their responsibilities in supporting the businesses goals and objectives. Think of it that way for a while!
Doug
We may be going down two paths in parallel. While a CMDB is a technical construct, BSM is a management practice. The scope of BSM extends beyond Service Definition, although it is a logical starting point. NGOSS/SID, ITIL®, and COBIT® each reference Service Definition as a basis, perhaps even prerequisite, for all improvements.
An accurate CMDB is a key element for many internal processes and Resource Facing Services. These processes and RFS’s exist to support Customer Facing Services which may have varying degrees of Business Value. ITSM related projects which can be justified and measured in terms of business Value are less likely to receive pushback, and more likely to succeed through stronger buy-in of key business stakeholders.
This is perhaps a long winded way of saying Service Definition (and valuation) first, CMBD second, BSM success third.