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Measuring Success: A Case Study About Implementing Business Service Management at BMC Software

PublisherBMC Software
Format102.9KB PDFDate added20 May 2005
Topics SLA
Downloads41

The BMC Software IT staff faced the challenge of improving IT service delivery in a rapidly changing business environment, without increasing costs, a challenge faced by many similar IT organizations. To address the challenge, the BMC Software Service Management Team embarked on a journey to implement Business Service Management (BSM) strategies - a means of more closely aligning the IT infrastructure with the business operations it supports. Along the way, the team discovered the need to establish a success measurement approach to determine what represents a successful BSM implementation. This paper documents the BSM implementation approach taken and the metrics and measurements ultimately derived that may help other organizations facing similar challenges.

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