Once IT is able to identify areas that are critical to the business from a service perspective we should be in a position to be able to make corrections before the business even notifies us that an issue exists, minimizing any potential impact. This can be accomplished through mapping of the service to show its components and relationships. A fundamental understanding of what makes the service “tick” enables us to best ensure a stable environment. Some of this mapping functionality can be handled through certain Service Management tools, while other functions such as monitoring of infrastructure may be handled through other tools altogether.
One of the benefits of having the service mapped to its components allows still other ITSM functions to ensure that they do not inadvertently impact service. A fairly accepted statistic is that a large majority of issues experienced by users is the result of a failed change. If the Change Management team would be able to graphically see all the pieces that might impact service “X” which positions them to make better decisions to perform changes in a way which until now may have had some adverse impact on the service.
In order to keep on target there needs to be repeatable processes in place. Since there are likely going to be many participants we need to ensure that the process is repeatable by all parties. Having this process in place and adhered to allows for a more consistent customer experience. Once the process has been optimized we can look to automate these to be more cost effective and streamline activities for both IT and Business stakeholders.
This is not where BSM ends however; the key to this is that the IT and Business engagement continues so that the silos between them are non-existent
