What is Business Service Management?

As IT professionals we know the importance of technology to successfully driving business. IT acts as a business-enabler that brings connectivity, automation, and process efficiency to all business operations. All businesses depend on network connections—be it LAN or WAN. There are client-facing and internal applications that facilitate business transactions and also drive technology development within enterprises. As much as a business is customer-centric, internally, it’s equally IT-centric. Beyond the infrastructure that IT provides for business functioning, there’s also the need for high-quality IT services in order to achieve smoother and more effective business operations. This enables you to benefit from the business value and ROI for your technology investment. For most organizations, business continuity depends on high availability of IT operations.


Nobody wants to have their network down or a slow-responding application when there’s a business transaction in process. It may be a customer engagement over the website, a trading portal that allows payment processing, a customer service offered via email, or any business transaction. There will be a negative impact on business when IT fails and the technology enabler for business is not up to snuff.




Business service management (BSM) is an approach used to manage business-aligned IT services. BSM is needed for high availability and performance of IT services that, in turn, facilitate business services to meet Service Level Agreements (SLAs). The basic IT fabric that holds the IT-business framework together is the network and the systems infrastructure. Enterprises need to be able to manage these resources to ensure continuous availability and high performance. You can’t deliver critical business services to your customers without providing robust IT service management.

The essence of IT service management is monitoring the core (IT infrastructure) of your business services and ensuring they operate at high performance levels. This will result in improved business service.


What to Monitor, When to Monitor, and How to Monitor?

  • What to monitor: Your network availability and performance, bandwidth utilization and network traffic quality, application performance, and server health
  • When to monitor: Throughout the course of your business operations (i.e. 24x7)
  • How to monitor: Employ IT operations management tools to let you know when your network and application infrastructure starts developing performance issues and tend to go down


What’s Your Win?

For the IT Operations Team:

  • Better understanding of the dependencies between business processes, business applications, and the IT infrastructure
  • Continuous IT operations monitoring to ensure high IT performance, and in turn, business service availability
  • High operational efficiency achieved with IT management tools
  • Improved time-to-resolution of IT issues


For the Business:

  • Improved business service availability and performance
  • Cost and time savings on business service management as IT now has the right tools to do this job
  • Stronger business-to-IT connectivity leveraging the benefits of IT towards business enablement