Business Service Management and SLM
Visual Message Center
Business Service Management (BSM) is the discipline that makes explicit the relationship of IT elements (hardware, communication lines, databases) and the business services that they support (Sales, Billing, CRM, SCM, etc.), enhancing the ability to effectively manage the infrastructure within a business context.
The Visual Message Center suite of software solutions offers real-time infrastructure information such as real-time status views of several business services and is an extremely powerful foundation for BSM.
Companies interested in maximizing the usage of their IT infrastructure face several difficulties. These can be summarized as complexity, visibility, prioritization and cost.
As their infrastructure grows in complexity with the integration of multiple servers, applications, databases and devices, it becomes more difficult for the IT department to understand business priorities and visualize how a small failure in a single infrastructure component can have a severe impact in a full business service, or a number of them.
Similarly, it is just as difficult to spot events that result from a failure, but have little or no impact at all on business services (for instance, when that particular component is replicated, a workaround exists, or the problem happens outside the critical interval of availability).
The difficulty to visualize business processes, and to classify and process events, make it impossible to adequately prioritize the problems that affect the IT infrastructure and, ultimately, the attainment of the company's business goals.
Isolated monitoring tools produce an overwhelming number of events and data , but little useful or actionable information. Some studies reveal that 60% to 80% of IT budgets at companies are assigned to systems management, but paradoxically, most companies do not have any tools to understand how their business services are supported by their IT infrastructure.
At the same time, IT is under growing pressure to deliver better service levels, commit to demanding Service Level Agreements (SLAs), and increase efficiency.
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