IT Service Management Blog

Run IT Services Like a Warrior at the Speed of Digital Business

Patrick Campbell
by Patrick Campbell


In IT service delivery, which is worse?

  • A bunch of notifications and service tickets for an issue with your infrastructure that you’re already addressing or has little impact?


  • No notification from your tool suite for a critical issue, yet a business owner is blaming you for poor performance?

In both scenarios, your organization loses productivity. You’ll either be addressing issues unnecessarily, or addressing them too late, after the damage has been done. These two scenarios can be the biggest headaches for IT service professionals. But what causes them and how can they be prevented?

In most fast-paced, complex enterprise IT environments there are hundreds of services that impact the overall health of every single business transaction. With lots of parts moving, changing, and updating, it’s very tricky to keep up. You not only have to track the inventory of the IT assets that you have, but also ensure that they are running optimally at all times.

Consider how impact analysis and visibility can affect the success of your IT initiatives.  For example, your database teams might be upgrading their Oracle instances, and at the same time, a server team that just started an automated process to allocate memory or CPU for hundreds of VMware virtual server instances.  On top of that, a new campaign in your organization that promises to improve efficiency gets overwhelmed by users accessing a portal that has not be updated in years. Somehow, someone forgot to include that portal in the impact analysis of this service initiative.  Your trust is immediately eroded by this poor performance – a scenario that could have been prevented through improved visibility and awareness of impact.

Let’s face it, getting too much or not enough notice for any of these scenarios is bad. You want to make sure that you tune your IT infrastructure with a right-fit strategy for all the services that empower your organization.

If your organization has had to integrate legacy tools from a variety of vendors from acquisitions or new initiatives that were not properly managed, you may end up with an episode of Keystone Cops every time you have a critical service issue.

Successful enterprises typically rely on their configuration management data base (CMDB) or a similar approach to quickly view their services and all mapped dependencies in order to find and fix issues before they become costly problems.


The most critical aspect of service modeling is understanding the impact of changing conditions based on users as well as changing technologies within any component of the infrastructure. Without this understanding, a routine update to any critical service can cripple your IT envirornment exactly when you’re not ready.

BMC’s Services Team has a proven track record of helping enterprise organizations set up a service modeling strategy and implementing what will be most helpful.

You’ll be able to:

  • Increase service availability through improved environmental awareness and ultimately better diagnostic analysis
  • Improve the coordination between your operations and service desk staff
  • Consolidate associated events to reduce event sprawl and improve event management efficiency
  • Reduce the cost and effort for maintenance and daily operational activities

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These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

About the author

Patrick Campbell

Patrick Campbell

Patrick T. Campbell has spent his 20+ year career equally between Application and Network Performance Management and K-12 Education. As a Technical Marketing Engineer, he began his career in IT at InfoVista as a Technical Trainer, followed by Raytheon Solipsys, OPNET Technologies (Riverbed Technology), and now BMC Software. In K-12 Education, he taught mathematics at Drew College Preparatory School for seven years and then worked at the University of Maryland Baltimore County (UMBC) as a Mathematics and Science Professional Development Program Co-Director for International Teacher-Scholars from Egypt for another two. Passionate about learning, he has presented at OPNETWORK and at NAIS Teacher Conferences. Patrick received a B.S. in Industrial and Management Systems Engineering from Penn State, and has a Master’s Degree in Human Resource and Behavioral Science from Johns Hopkins University.