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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