Trends Report

BSM 2.0

Predicting The Evolution Of Business Service Management

December 12th, 2008
With contributors:
Peter O'Neill , Reedwan Iqbal


Business service management (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. However, the foundation technologies of application mapping and the CMDB have not yet fulfilled their promise. The result? BSM runs the risk of disappointing customers and eventually becoming a piece of IT management software detritus that litters the road to IT improvement. To avoid this fate, IT management software vendors need to revive their efforts in automated discovery and provide a mapping of applications to business services on top of what exists today — as well as a more granular discovery of the details of online applications underneath what currently exists. We call this evolution BSM 2.0 and highlight the major differences that these improvements will bring to IT management.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.