10 Tips for Maximizing Your BSM Investments

Last month, I wrote about why business service management (BSM), should be seen as more than a set of processes and mindset. How it needs to be viewed a broader architectural model for making technology investments. This month, I’m going to explore what that architectural model should include: Breadth of domain support: Breadth of domain…

Why IT Service Level Management Fails (And How to Fix It)

IT managers think IT services are different from other services. Not so. To deliver any type of service follows a few identical processes. Not understanding this is the reason for much of the pain and suffering born by IT providers and their users today. Consider: would the owner of a quick oil-change company measure his…