Executive Summary (This is a document excerpt)

Service-level management/business service management (SLM/BSM) technologies represent one of the two fastest-growing submarkets of the infrastructure management technologies market in 2004 — and will continue to do so through 2006. Adoption of these types of technologies will increase steadily, pushing the SLM market into the mainstream. This goes hand in hand with ITIL's success in becoming the de facto standard for enterprise service delivery processes. At the higher end of the market, however, the gap in sophistication between mainstream SLM technologies and cutting-edge BSM technologies continues to widen. As a result, traditional infrastructure tool vendors will increasingly dominate the SLM market, whereas the BSM side of the market will continue to be a dynamic area of high innovation — better defining business processes, mapping business needs to IT services in a more automated and dynamic fashion, and enabling true end-to-end service delivery chains for the extended enterprise.

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