For IT Infrastructure & Operations Professionals

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	November 9, 2004 Market Update: SLM/BSM Technologies Different Client Needs Widen The Gap Between The Two Ends Of The Market by Thomas Mendel, Ph.D. with Jean-Pierre Garbani, Bernt Ostergaard, Niek van Veen

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Executive Summary

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.

TABLE OF CONTENTS

• Defining SLM/BSM Technologies
• How Do SLM And BSM Fit Into Infrastructure Management?
• The Gap Between The Mainstream And The Cutting Edge Is Widening

RECOMMENDATIONS

• Start With Basic Services

WHAT IT MEANS

• Vendors Need To Make A Decision

ALTERNATIVE VIEW

• Godzilla Versus King Kong
• Supplemental Material
• Related Research Documents

This is an excerpt

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