September 10, 2004

Infrastructure Change Management Is The Key To Business Service Management

by Jean-Pierre Garbani

with Thomas Powell

Executive Summary (This is a document excerpt)

Today's enterprise is increasingly dependent on IT, to the point that operating without its services is nearly impossible. This has two direct consequences: 1) IT presents a risk for the business that needs to be managed effectively, and 2) IT costs have to be contained to avoid dragging the business P&L down. The trends that will dominate IT for the next few years stem from this consideration: Do more with less to reduce IT risks and costs. System management is at the heart of this debate. Its newest incarnation, business service management (BSM), promises to help better manage the delivery of IT services. Many organizations recognize the value of BSM but have difficulties formulating a plan to get there. Considering the nature and requirements of BSM, Forrester believes that infrastructure change management — because it puts IT firmly in control of the infrastructure — is the necessary first step in the BSM direction.

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