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BMC Service Impact Management
Your business success depends on how your IT infrastructure delivers against expected service levels. If you have a limited view of your environment – one that merely reflects a subset of technologies and applications, it is impossible for you to know if an outage is a big problem for your business or if it will seriously impact your service level agreements. If you cannot determine the prioritization of your IT problems, your approach to solving problems becomes haphazard, inconsistent, and lengthens the overall time to resolution. While you struggle to align and maintain IT-to-Business definitions in an ever-changing environment, the need to reconcile different inputs from users contacting the service desk and IT events from operations becomes more difficult, impacting your ability to be responsive to your business.
BMC Service Impact Management bridges the gap between IT operations and your service desk, helping you identify and prioritize IT events based on their business impact; automatically raising incidents with the service desk that contain event and root-cause information with pre-assigned business impact priority. This focuses your entire IT staff on the issues that matter the most to your business, allowing you to resolve issues faster and lower service desk and IT operation costs, while improving SLA compliance to meet or exceed your business requirements. Realize these benefits with Service Impact Management:
- Reduce mean-time-to-repair (MTTR) by filtering and correlating data to deliver meaningful and actionable information to your IT staff
- Maximize the value of existing resources through integration with monitoring and event management tools
- Promote your organizations knowledge of the value of IT to the business and the importance of services to your business operations
- Improve service levels by repairing problems before users are impacted
- Reduce second-level calls by providing your service desk with automated notifications that contain IT outages, business impact information, and impacted users
- Enforce your service level objectives (SLOs) by quickly identifying which IT components put your SLAs at risk
With BMC Service Impact Management, you achieve BSM through real-time business-aware information about your IT services and infrastructure. BMC Service Impact Management leverages your existing management tools and processes events against service models that relate IT resources to your Business. Business-aware service models pinpoint root cause and prioritize business-critical problems across your enterprise. BMC Service Impact Management uses the BMC Configuration Management Database (CMDB) as an instrumented asset and configuration data source to create and maintain models. BSM brings your organization a step up in service management maturity level, transitioning you from managing IT from a technology perspective to managing IT from the perspective of the business.
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