BSM is Working

By CIO Update Staff

(Back to article)

A new new Enterprise Management Associates (EMA) study has found that overall success rates for business service management (BSM) initiatives are high, with 89% of respondents indicating that their BSM initiatives met or exceeded expectations. The study also uncovered the top factors that helped these real-world organizations avoid failure and achieve success with their BSM initiatives.

“Solid organizational support and executive commitment, effective communication between business and IT and well-documented requirements are all critical success factors for BSM projects,” stated Paul Burns, EMA research director and study leader, in a statement. “In addition, it is crucial for IT leaders to set realistic expectations, focusing on the most important benefits rather than promising that all possible benefits will be achieved.”

For this study, Business Service Management: Strategies for Success in 2009, EMA surveyed 160 North American and global IT and business professionals involved in selecting and using BSM solutions for their organiza­tions. Key findings include:

“BSM represents a strategic approach to managing IT that aligns business and IT goals,” Burns continued. “By managing IT from the business perspective, companies can understand how the performance and availability of IT resources, including both infrastructure and services, affect and power their business processes.”