White Papers_CA_BusServiceMgmt

Business activities and profitability increasingly depend on technology, challengingIT to optimize services based on business priorities. The most effective way to deliverbusiness-optimized service is to adopt a process-driven, holistic approach to IToperations, shifting the focus from technology to important services, and measuringsuccess from the service consumer’s perspective.
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White Papers_CA_BusServiceMgmt Written and Provided byExpert Reference Series of White Papers Business Service Management Links IT Services to Business Goals1-800-COURSES www.globalknowledge.comWHITE PAPER: BUSINESS SERVICE MANAGEMENTBusiness ServiceManagement Links ITServices to Business GoalsSEPTEMBER 2007Sarah MeyerCA S O LU T I O N S M A R K E T I N GTable of ContentsExecutive SummarySECTION 1 2Business Service Management: How IT OptimizesService for BusinessOptimize: Map, Measure, Automate, VisualizeIntegrating IT and Business: Beyond BusinessAlignmentSECTION 2 6The Business Service Management JourneyThe Role of ITIL in Business Service ManagementInitiativesThe Starting Point for Every BSM Project: AssessingMaturity LevelsCA’s BSM CapabilitiesSECTION 3 8The Value of CA’s Business Service ManagementApproachSECTION 4 9ConclusionsSECTION 5 9About the AuthorABOUT CA Back CoverCopyright © 2007 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. ITIL® is a Registered Trademark and a Registered Community Trademark of theOffice of Government Commerce, and is registered in the U.S. Patent and Trademark Office. This document is for your informational purposes only. To the extent permitted by applicable law, CA provides this document “As Is” withoutwarranty of any kind, including, without limitation, any implied warranties of merchantability or fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the useof this document including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised of such damages.Executive SummaryChallenge Business activities and profitability increasingly depend on technology, challenging IT to optimize services based on business priorities. The most effective way to deliver business-optimized service is to adopt a process-driven, holistic approach to IT operations, shifting the focus from technology to important services, and measuring success from the service consumer’s perspective.Opportunity Business Service Management helps establish IT as a strategic service supplier that streamlines customer transactions and enables business growth. While organizations will undertake BSM initiatives to align IT activities with business goals, the ultimate impact of Business Service Management goes beyond services — to strategic partnership in the business. Having created agile and resilient services that can respond to varying demands, IT is better able to drive technology innovation that can open up new revenue sources, help grow the business, and change how business is done. Business Service Management is not just technology; it’s also about people and processes across IT. BSM is an opportunity for IT to build a more proactive and innovative team. A key first step toward integrating IT and business is adopting a process-centric approach to IT, applying ITIL® best practices and building a service-oriented team culture committed to continuous improvement and the success of service consumers.Benefits By managing IT to business goals, Business Service Management empowers IT to: • Offer reliable, flexible, business-sensitive levels of service • Measure service quality in terms of business user experience • Improve operational efficiency and agility end-to-end • Reduce and control costs through automation and integration • Become a strategic partner, value generator and source of innovation WHITE PAPER: BUSINESS SERVICE MANAGEMENT 1 SECTION 1 Business Service Management: How IT Optimizes Service for Business As more business processes move online and business users become more demanding, IT is expected to continually improve the quality and management of the services that support these business activities. As business dependence on IT increases, so does the need for IT to be accountable, meaning IT must understand how business evaluates the services I ...