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Market Analysis: Business Service Management


The difference is that functionality and implementation have subtly, but significantly, shifted. BSM vendors take services as a starting point, where framework vendors started with the infrastructure. IT led framework initiatives, while BSM is a collaboration with business units. Instead of dry throughput or server uptime metrics, good application response times and the ability to meet business metrics now guide IT priorities.

IT must work with business owners to map their goals to the underlying infrastructure. BSM tools must record IT's quantification of good response and required availability, then map metrics like page load times and 24/7 response onto specific infrastructure and operational practices. For example, which servers, services and network devices are key to providing Web customers with fast page views? What will it take to maintain fast response times? How will the outage of a particular server impact widget sales?

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TechQuiz: Business Service


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