The service management world of today is all about linking business services to the underlying IT infrastructure, creating an effective bridge between the business and technology. In theory, this provides a clear window into the IT environment to increase accountability, productivity and efficiency. Effective service management also provides business context, so IT can take action to avert service-impacting events by understanding business priority. However, current business service management (BSM) does not provide enough guidance about how to manage services proactively and effectively. This issue is now more important than ever, because on the horizon lurks an exciting new arena for service management-virtualization and cloud computing.
Posted May 25, 2011