Executive Summary (This is a document excerpt)

As more and more IT organizations improve their service delivery, they are turning their focus to presenting their business value more positively. These organizations are beginning to develop true business service management (BSM) systems by doing two things: understanding the metrics their business users employ to decide if IT is providing value, and linking these metrics and associated business services to IT infrastructure components. Vendors have been using — and abusing — the term BSM for a couple of years now, so clients are understandably confused about the inconsistent messages they receive from vendors. To cut through the confusion, Forrester now proposes a definition of BSM based on observations of many of our clients' BSM projects.

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