0 Replies Latest reply: Aug 8, 2012 2:21 AM by Matthew Burrows RSS

Do you agree with the ITIL definition of BSM?

Matthew Burrows

As part of my research for a book I've been commissioned to write, I'm interested in whether community members agree with the latest ITIL definition of BSM (from ITIL 2011 edition).  If you don't, let me know why.  Here's the definition:

 

"business service management: The management of business services delivered to business customers. Business service management is performed by business units."

 

Here are a couple of other relevant definitions from ITIL, in order to help with context etc.

 

“business service: A service that is delivered to business customers by business units. For example, delivery of financial services to customers of a bank, or goods to the customers of a retail store. Successful delivery of business services often depends on one or more IT services. A business service may consist almost entirely of an IT service – for example, an online banking service or an external website where product orders can be placed by business customers. See also customer-facing service.”

“customer-facing service: (ITIL Service Design) An IT service that is visible to the customer. These are normally services that support the customer’s business processes and facilitate one or more outcomes desired by the customer. All live customer-facing services, including those available for deployment, are recorded in the service catalogue along with customer-visible information about deliverables, prices, contact points, ordering and request processes. Other information such as relationships to supporting services and other CIs will also be recorded for internal use by the IT service provider.”

“IT service: A service provided by an IT service provider. An IT service is made up of a combination of information technology, people and processes. A customer-facing IT service directly supports the business processes of one or more customers and its service level targets should be defined in a service level agreement. Other IT services, called supporting services, are not directly used by the business but are required by the service provider to deliver customer-facing services. See also core service; enabling service; enhancing service; service; service package.”

“Service: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The term ‘service’ is sometimes used as a synonym for core service, IT service or service package. See also utility; warranty.”

“IT service management (ITSM): The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. See also service management.”

“service management A set of specialized organizational capabilities for providing value to customers in the form of services.”

“business: (ITIL Service Strategy) An overall corporate entity or organization formed of a number of business units. In the context of ITSM, the term includes public sector and not-for-profit organizations, as well as companies. An IT service provider provides IT services to a customer within a business. The IT service provider may be part of the same business as its customer (internal service provider), or part of another business (external service provider).”

Note from the Service Strategy book, on external customer-facing services: “Internal IT organizations are not the only providers of external services to customers. Outsourcers, internet service providers and cloud service providers are all examples of organizations that are in the business of providing external services – and the technology departments providing these services are business units, supported by internal IT service providers.”

“business unit (ITIL Service Strategy): A segment of the business that has its own plans, metrics, income and costs. Each business unit owns assets and uses these to create value for customers in the form of goods and services.”

“IT service provider (ITIL Service Strategy): A service provider that provides IT services to internal or external customers.”

"ITIL: A set of best-practice publications for IT service management. Owned by the Cabinet Office (part of HM Government), ITIL gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them.  The ITIL framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. There is also a set of complementary ITIL publications providing guidance specific to industry sectors, organization types, operating models and technology architectures. See www.itilofficialsite.com for more information."