Executive Summary (This is a document excerpt)

Enterprises continue to invest in business service management (BSM) projects, even with the economy going into recession, and BSM has been the battle cry of IT management software vendors for several years now. As a technology, it is founded on the ability to map business services to infrastructure components: This should provide visibility into IT from a business standpoint and give IT the ability to become more efficient and better aligned with the needs of the business. The vendor landscape for BSM has changed dramatically since the last Forrester Wave™ in Q1 2007. Forrester therefore interviewed 20 vendors and their customers to document the current vendor landscape for enterprises planning a new BSM project. The right solution depends on the chosen enterprise route to BSM, the existing infrastructure resources to be monitored, and the reporting needs. Also, only one-third of the effort for BSM is technological. The rest is addressing organizational challenges and establishing BSM processes.

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