Business Service Management

The right information for the right people at the right time — that’s what drives effective decision making for today’s organizations. However, organizations now need more information, more often and from more sources than ever before to deal with a growing onslaught of business and technology challenges.

To address these challenges and achieve business objectives, organizations require holistic visibility into critical services, processes and transactions across the enterprise and beyond.

The good news is that IBM business service management solutions provide targeted service visibility and intelligence through real–time business and operational dashboards. With IBM, line–of–business and operations executives, managers and staff gain the visibility they need to gauge how the business is actually delivering against defined revenue, growth, service level and other operational objectives.

Benefits for Line of Business:

• Gain real–time visibility into business performance indicators
• Understand the true customer experience
• Identify bottlenecks in business processes
• Ensure SLA commitments are being met
• Plan investments according to business priorities

Benefits for Operations:

• Predict developing problems & meet SLA commitments
• Prioritize response according to business impact
• Pinpoint service root cause across silos
• Plan investments according to priority and ROI
• Free valuable staff to support more strategic initiatives
• Automate business service delivery

Customizable dashboards can include a mix of key performance indicators (KPIs), balanced scorecards, reports, charts and graphs to track transactional volumes, profit and loss indicators, and service level agreement (SLA) status. Dashboards can also include service maps, event lists and views of third–party data stored in existing inventory and asset systems, service desks, configuration management databases (CMDBs) and other tools.

Predictive analytics capabilities automatically identify the root cause of developing service problems across operational silos, as well as the impact on service health and SLAs –– for prioritized response. Operations staff can quickly see total service downtime, how close they are to breaking an SLA commitment, and any associated penalties. Out–of–the–box integrations with existing IBM and third–party dependency, data and event sources automatically maintain the service model, and update KPIs and balance scorecards in real time. With business service management solutions from IBM, you have the actionable intelligence needed to manage and improve service availability and performance according to business requirements.

• IBM Business Service Management Solutions (2.4MB)
• IBM solutions for Service Availability & Performance (2.2MB)

• Leading manufacturer improves manufacturing efficiency and IT productivity by leveraging IBM Tivoli® solutions (300KB)
• Business Service Management Products
• ADP leverages IBM Business Service Management solutions to keep corporate payrolls humming (Ptak, Noel) (241KB)
• Leading Financial Services Firm maximizes service visibility for individual branches with IBM's BSM solutions (Ptak, Noel) (245KB)
• BT Global Services achieves 100 percent availability with business service management solution