Enterprise Management Associates breaks down the state of BSM understanding and adoption in 2010.
Enterprise IT leaders today realize to be effective their organizations’ work needs to be directly tied to the business — beyond alignment toward total synchronization.
And as vendors work to deliver technologies that fit into buckets of products defined by various IT industry watchers, it remains to be seen if enterprise IT leaders identify the technologies with the market terms. Recent research shows that the promise of one technology-business partnership represents a transformation to many in IT, but unfortunately fewer have made the progress needed to reach their goals.
During a webinar this week, Enterprise Management Associates (EMA) shared details on data (to be continued in future webinars) that sheds some light on just how well enterprise IT understands the technologies associated with business service management and how far along they have implemented product and processes to support BSM initiatives.
BSM isn’t a new concept. (Just to give you an example of how long the term has been bandied about, in 2004 I wrote a buzz-y article for Network World on the emerging technology concept.) Yet according to findings revealed by EMA’s Dennis Drogseth, vice president of research, the majority of 160 respondents are not in “First-Phase Deployment” of their BSM implementation.
Thirty-three percent of the 160 respondents reported they are in the initial planning phase with a team and mission identified. Sixteen percent also indicated they are in the initial planning phase but with budget defined. Another 17% are in the initial planning phase, but also with their requirements defined and in the process of evaluating software. Twenty-one percent defined themselves as in “the process of first-phase BSM solution deployment with defined initial objectives.” And 13% of the 160 polled by EMA said they are in “full production of our BSM solution.” That break down leaves 66% not yet in the first phase of deployment, EMA says.
But the BSM undertaking, according to the majority of respondents, is larger than a one-off project. For 55%, BSM projects are about “transforming to managing services rather than just technology.” And for 32%, the projects are “primarily focused on managing IT services.” And 13% said their BSM initiatives are “primarily focused on managing the infrastructure.”
IT leaders questioned by EMA also identified the core components required for their BSM initiatives. Three-fourths of the 160 polled pointed to service-level management (SLM) as a BSM requirement. More than 70% pointed to end-to-end service monitoring and 67% said a configuration management database (CMDB) or configuration management system (CMS) were required elements for a BSM project. Two-thirds of respondents would include a business impact dashboard in a BSM plan, and about 63% expect to see end-user experience management as part of a BSM plan. And 56% said they’d expect to see a service catalog or service portfolio as part of a BSM implementation. Lastly, 45% identified end-to-end service provisioning as a key requirement to a BSM plan.
As for the perceived benefits of a BSM implementation, nearly 80% of those surveyed believe it could lead to increased customer and end-user satisfaction. More than two-thirds said BSM would provide them with the ability to prioritize IT activities based on business priority. Sixty-five percent of those surveyed by EMA said BSM would provide them with visibility into IT’s impact on the business. And 60% said a BSM project would provide improvement to the bottom line of business, such as profit and revenue. Fifty-nine percent said BSM could enable IT to reduce the risk to the business and improve compliance efforts.
What do you think? Is BSM on your IT organization’s agenda or is it being pushed to the back burner in 2010? Leave a comment here or please let me know via e-mail at Denise.Dubie@ca.com.
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