<br />
A Compilation of Articles by Industry Experts<br />
Focus on: Business Service Management (BSM)<br />
Proven Approaches for Reducing IT Costs and Increasing Business Impact<br />
Managing the Business of IT<br />
BSM: More Than the Sum<br />
of Its Parts<br />
Why You Need<br />
Predictive Intelligence<br />
Strategies for a Greener<br />
Data Center<br />
ITIL Out of the Box<br />
Enhancing Performance Management<br />
Published by BMC Software<br />
ACKNOWLEDGMENTS<br />
We greatly appreciate the contributions of the following people and companies:<br />
Jim Grant, BMC Software<br />
Peter O’Neill, Forrester Research<br />
Arturo GilValhermoso, Banco Bilbao Vizcaya Argentaria<br />
Karl Steger, Wachovia Corporation<br />
Mahendra Durai, BMC Software<br />
Troy McAlpin, AlarmPoint Systems<br />
Bernd Hoehnel,T-Systems Enterprise Service GmbH<br />
Paul Edmunds, Duke Energy<br />
Tom Bishop<br />
Milind Govekar, Gartner Research<br />
John McKenny, BMC <a title="Viewpoint, Focus on: Business Service Management page 1" href="http://viewer.zmags.com/publication/997596ea?page=1"> A Compilation of Articles by Industry Experts </a>
<a title="Viewpoint, Focus on: Business Service Management page 2" href="http://viewer.zmags.com/publication/997596ea?page=2"> ACKNOWLEDGMENTS We greatly appreciate the contri</a>
<a title="Viewpoint, Focus on: Business Service Management page 3" href="http://viewer.zmags.com/publication/997596ea?page=3"> Focus on: Business Service Management 4 A</a>
<a title="Viewpoint, Focus on: Business Service Management page 4" href="http://viewer.zmags.com/publication/997596ea?page=4"> 63 Automation: The Key to Keeping Cri</a>
<a title="Viewpoint, Focus on: Business Service Management page 5" href="http://viewer.zmags.com/publication/997596ea?page=5"> 122 Help Yourself: An Invitation to Automated </a>
<a title="Viewpoint, Focus on: Business Service Management page 6" href="http://viewer.zmags.com/publication/997596ea?page=6"> A MESSAGE FROM JIM GRANT SENIOR VICE PRESIDENT, S</a>
<a title="Viewpoint, Focus on: Business Service Management page 7" href="http://viewer.zmags.com/publication/997596ea?page=7"> In the Service Resource Planning section, be sure</a>
<a title="Viewpoint, Focus on: Business Service Management page 8" href="http://viewer.zmags.com/publication/997596ea?page=8"> BSM OVERVIEW 6</a>
<a title="Viewpoint, Focus on: Business Service Management page 9" href="http://viewer.zmags.com/publication/997596ea?page=9"> SECTION 1 BSM OVERVIEW 8 </a>
<a title="Viewpoint, Focus on: Business Service Management page 10" href="http://viewer.zmags.com/publication/997596ea?page=10"> BSM OVERVIEW 8</a>
<a title="Viewpoint, Focus on: Business Service Management page 11" href="http://viewer.zmags.com/publication/997596ea?page=11"> Business Service Management and C</a>
<a title="Viewpoint, Focus on: Business Service Management page 12" href="http://viewer.zmags.com/publication/997596ea?page=12"> VIEWPOINT: How mainstream is Business Service Man</a>
<a title="Viewpoint, Focus on: Business Service Management page 13" href="http://viewer.zmags.com/publication/997596ea?page=13"> communicate why they’re doing BSM and share progr</a>
<a title="Viewpoint, Focus on: Business Service Management page 14" href="http://viewer.zmags.com/publication/997596ea?page=14"> Some companies are starting to adopt other proces</a>
<a title="Viewpoint, Focus on: Business Service Management page 15" href="http://viewer.zmags.com/publication/997596ea?page=15"> Let’s say an organization has 30 vendors supplyin</a>
<a title="Viewpoint, Focus on: Business Service Management page 16" href="http://viewer.zmags.com/publication/997596ea?page=16"> to generalize. Staffing for the front office prob</a>
<a title="Viewpoint, Focus on: Business Service Management page 17" href="http://viewer.zmags.com/publication/997596ea?page=17"> MORE THAN the Sum of Its Parts To facilitate inn</a>
<a title="Viewpoint, Focus on: Business Service Management page 18" href="http://viewer.zmags.com/publication/997596ea?page=18"> B anco Bilbao Vizcaya Argentaria (BBVA) </a>
<a title="Viewpoint, Focus on: Business Service Management page 19" href="http://viewer.zmags.com/publication/997596ea?page=19"> platform, improved infrastructure monitoring, and</a>
<a title="Viewpoint, Focus on: Business Service Management page 20" href="http://viewer.zmags.com/publication/997596ea?page=20"> technical people who work in operations or daily </a>
<a title="Viewpoint, Focus on: Business Service Management page 21" href="http://viewer.zmags.com/publication/997596ea?page=21"> infrastructure. It would be impossible to adequat</a>
<a title="Viewpoint, Focus on: Business Service Management page 22" href="http://viewer.zmags.com/publication/997596ea?page=22"> USE A CENTRALIZED EVENT MANAGEMENT CONSOLE Altho</a>
<a title="Viewpoint, Focus on: Business Service Management page 23" href="http://viewer.zmags.com/publication/997596ea?page=23"> SHARE INFORMATION, BUT CUSTOMIZE VIEWS We strive</a>
<a title="Viewpoint, Focus on: Business Service Management page 24" href="http://viewer.zmags.com/publication/997596ea?page=24"> ENLIST THE SUPPORT OF UPPER MANAGEMENT TO CHANGE </a>
<a title="Viewpoint, Focus on: Business Service Management page 25" href="http://viewer.zmags.com/publication/997596ea?page=25"> want to reach every last technician, instead of o</a>
<a title="Viewpoint, Focus on: Business Service Management page 26" href="http://viewer.zmags.com/publication/997596ea?page=26"> SERVICE ASSURANCE 24</a>
<a title="Viewpoint, Focus on: Business Service Management page 27" href="http://viewer.zmags.com/publication/997596ea?page=27"> SECTION 2 SERVICE ASSURANCE 26 </a>
<a title="Viewpoint, Focus on: Business Service Management page 28" href="http://viewer.zmags.com/publication/997596ea?page=28"> SERVICE ASSURANCE Use What You Have, Buy What You</a>
<a title="Viewpoint, Focus on: Business Service Management page 29" href="http://viewer.zmags.com/publication/997596ea?page=29"> 27</a>
<a title="Viewpoint, Focus on: Business Service Management page 30" href="http://viewer.zmags.com/publication/997596ea?page=30"> A t Wachovia, we’ve distilled our </a>
<a title="Viewpoint, Focus on: Business Service Management page 31" href="http://viewer.zmags.com/publication/997596ea?page=31"> WHAT WE DELIVER Capacity planners at Wachovia pr</a>
<a title="Viewpoint, Focus on: Business Service Management page 32" href="http://viewer.zmags.com/publication/997596ea?page=32"> > Application owners and managers rec</a>
<a title="Viewpoint, Focus on: Business Service Management page 33" href="http://viewer.zmags.com/publication/997596ea?page=33"> and the hardware resources on which it will run. </a>
<a title="Viewpoint, Focus on: Business Service Management page 34" href="http://viewer.zmags.com/publication/997596ea?page=34"> > Our typical customer isn’t a technologist or </a>
<a title="Viewpoint, Focus on: Business Service Management page 35" href="http://viewer.zmags.com/publication/997596ea?page=35"> PERFORMANCE EXPECTATIONS As capacity planners, we</a>
<a title="Viewpoint, Focus on: Business Service Management page 36" href="http://viewer.zmags.com/publication/997596ea?page=36"> SERVICE ASSURANCE 34</a>
<a title="Viewpoint, Focus on: Business Service Management page 37" href="http://viewer.zmags.com/publication/997596ea?page=37"> Predictive Intelligence: Fixing Issues Before The</a>
<a title="Viewpoint, Focus on: Business Service Management page 38" href="http://viewer.zmags.com/publication/997596ea?page=38"> F or any IT organization — whether your </a>
<a title="Viewpoint, Focus on: Business Service Management page 39" href="http://viewer.zmags.com/publication/997596ea?page=39"> can ever accomplish manually. Predictive monitori</a>
<a title="Viewpoint, Focus on: Business Service Management page 40" href="http://viewer.zmags.com/publication/997596ea?page=40"> IT organizations often over-provision hardware, b</a>
<a title="Viewpoint, Focus on: Business Service Management page 41" href="http://viewer.zmags.com/publication/997596ea?page=41"> Having a solid predictive intelligence solution a</a>
<a title="Viewpoint, Focus on: Business Service Management page 42" href="http://viewer.zmags.com/publication/997596ea?page=42"> PREDICTIVEINTELLIGENCECHANGES THE SUPPORT LANDSCA</a>
<a title="Viewpoint, Focus on: Business Service Management page 43" href="http://viewer.zmags.com/publication/997596ea?page=43"> Predictive intelligence is, in essence, changing </a>
<a title="Viewpoint, Focus on: Business Service Management page 44" href="http://viewer.zmags.com/publication/997596ea?page=44"> SERVICE ASSURANCE 42</a>
<a title="Viewpoint, Focus on: Business Service Management page 45" href="http://viewer.zmags.com/publication/997596ea?page=45"> Be Alert! An alert management system can reduce </a>
<a title="Viewpoint, Focus on: Business Service Management page 46" href="http://viewer.zmags.com/publication/997596ea?page=46"> M ost businesses today depend </a>
<a title="Viewpoint, Focus on: Business Service Management page 47" href="http://viewer.zmags.com/publication/997596ea?page=47"> person, process, or group of personnel, i</a>
<a title="Viewpoint, Focus on: Business Service Management page 48" href="http://viewer.zmags.com/publication/997596ea?page=48"> Employees who have authorized permissions can acc</a>
<a title="Viewpoint, Focus on: Business Service Management page 49" href="http://viewer.zmags.com/publication/997596ea?page=49"> STEP 3. INCREASE VISIBILITY The ability to levera</a>
<a title="Viewpoint, Focus on: Business Service Management page 50" href="http://viewer.zmags.com/publication/997596ea?page=50"> Managers can report on and capture every action a</a>
<a title="Viewpoint, Focus on: Business Service Management page 51" href="http://viewer.zmags.com/publication/997596ea?page=51"> Your organization can consolidate notification an</a>
<a title="Viewpoint, Focus on: Business Service Management page 52" href="http://viewer.zmags.com/publication/997596ea?page=52"> SERVICE AUTOMATION 50</a>
<a title="Viewpoint, Focus on: Business Service Management page 53" href="http://viewer.zmags.com/publication/997596ea?page=53"> SECTION 3 SERVICE AUTOMATION 52 </a>
<a title="Viewpoint, Focus on: Business Service Management page 54" href="http://viewer.zmags.com/publication/997596ea?page=54"> SERVICE AUTOMATION On the Move: Applications and </a>
<a title="Viewpoint, Focus on: Business Service Management page 55" href="http://viewer.zmags.com/publication/997596ea?page=55"> 53</a>
<a title="Viewpoint, Focus on: Business Service Management page 56" href="http://viewer.zmags.com/publication/997596ea?page=56"> A t operational services GmbH & </a>
<a title="Viewpoint, Focus on: Business Service Management page 57" href="http://viewer.zmags.com/publication/997596ea?page=57"> system components, and makes it even easier to un</a>
<a title="Viewpoint, Focus on: Business Service Management page 58" href="http://viewer.zmags.com/publication/997596ea?page=58"> critical airport applications. We also used a too</a>
<a title="Viewpoint, Focus on: Business Service Management page 59" href="http://viewer.zmags.com/publication/997596ea?page=59"> Five Best Pract</a>
<a title="Viewpoint, Focus on: Business Service Management page 60" href="http://viewer.zmags.com/publication/997596ea?page=60"> A t Duke Energy, we’ve looked into </a>
<a title="Viewpoint, Focus on: Business Service Management page 61" href="http://viewer.zmags.com/publication/997596ea?page=61"> up to date with vendor security advisories, rolli</a>
<a title="Viewpoint, Focus on: Business Service Management page 62" href="http://viewer.zmags.com/publication/997596ea?page=62"> Otherwise, we run the risk of an unauthor- ized p</a>
<a title="Viewpoint, Focus on: Business Service Management page 63" href="http://viewer.zmags.com/publication/997596ea?page=63"> regularly runs asset checks to determine how many</a>
<a title="Viewpoint, Focus on: Business Service Management page 64" href="http://viewer.zmags.com/publication/997596ea?page=64"> We are just beginning the next major phase of our</a>
<a title="Viewpoint, Focus on: Business Service Management page 65" href="http://viewer.zmags.com/publication/997596ea?page=65"> Automation: The Key to Keeping Critical Business </a>
<a title="Viewpoint, Focus on: Business Service Management page 66" href="http://viewer.zmags.com/publication/997596ea?page=66"> Changes to these portals seem to be constant — we</a>
<a title="Viewpoint, Focus on: Business Service Management page 67" href="http://viewer.zmags.com/publication/997596ea?page=67"> that provides advanced configuration manage- ment</a>
<a title="Viewpoint, Focus on: Business Service Management page 68" href="http://viewer.zmags.com/publication/997596ea?page=68"> This balance between agility and control is espec</a>
<a title="Viewpoint, Focus on: Business Service Management page 69" href="http://viewer.zmags.com/publication/997596ea?page=69"> Strategies for Cre</a>
<a title="Viewpoint, Focus on: Business Service Management page 70" href="http://viewer.zmags.com/publication/997596ea?page=70"> T he typical IT infrastructure in midsized </a>
<a title="Viewpoint, Focus on: Business Service Management page 71" href="http://viewer.zmags.com/publication/997596ea?page=71"> information, for example, you can demonstrate to </a>
<a title="Viewpoint, Focus on: Business Service Management page 72" href="http://viewer.zmags.com/publication/997596ea?page=72"> You also can look beyond the data center in your </a>
<a title="Viewpoint, Focus on: Business Service Management page 73" href="http://viewer.zmags.com/publication/997596ea?page=73"> > Environmental gains: Environmental gain</a>
<a title="Viewpoint, Focus on: Business Service Management page 74" href="http://viewer.zmags.com/publication/997596ea?page=74"> SERVICE OPTIMIZATION 72</a>
<a title="Viewpoint, Focus on: Business Service Management page 75" href="http://viewer.zmags.com/publication/997596ea?page=75"> SECTION 4 SERVICE OPTIMIZATION 74 </a>
<a title="Viewpoint, Focus on: Business Service Management page 76" href="http://viewer.zmags.com/publication/997596ea?page=76"> SERVICE OPTIMIZATION Enhancing Perf</a>
<a title="Viewpoint, Focus on: Business Service Management page 77" href="http://viewer.zmags.com/publication/997596ea?page=77"> To more effectively manage IT from a business pro</a>
<a title="Viewpoint, Focus on: Business Service Management page 78" href="http://viewer.zmags.com/publication/997596ea?page=78"> I.T. and business processes are </a>
<a title="Viewpoint, Focus on: Business Service Management page 79" href="http://viewer.zmags.com/publication/997596ea?page=79"> OVERVIEW OF THE PMDB A PMDB must be able to prov</a>
<a title="Viewpoint, Focus on: Business Service Management page 80" href="http://viewer.zmags.com/publication/997596ea?page=80"> decisions to support the business processes. IT i</a>
<a title="Viewpoint, Focus on: Business Service Management page 81" href="http://viewer.zmags.com/publication/997596ea?page=81"> procures an ISV solution (that is, a perform- anc</a>
<a title="Viewpoint, Focus on: Business Service Management page 82" href="http://viewer.zmags.com/publication/997596ea?page=82"> with, and about, the business. Make sure </a>
<a title="Viewpoint, Focus on: Business Service Management page 83" href="http://viewer.zmags.com/publication/997596ea?page=83"> needs. Conversely, the business may not understan</a>
<a title="Viewpoint, Focus on: Business Service Management page 84" href="http://viewer.zmags.com/publication/997596ea?page=84"> SERVICE OPTIMIZATION Service Optimization: A Winn</a>
<a title="Viewpoint, Focus on: Business Service Management page 85" href="http://viewer.zmags.com/publication/997596ea?page=85"> 83</a>
<a title="Viewpoint, Focus on: Business Service Management page 86" href="http://viewer.zmags.com/publication/997596ea?page=86"> W hat are the chances that a great </a>
<a title="Viewpoint, Focus on: Business Service Management page 87" href="http://viewer.zmags.com/publication/997596ea?page=87"> that the process notifies an operator of </a>
<a title="Viewpoint, Focus on: Business Service Management page 88" href="http://viewer.zmags.com/publication/997596ea?page=88"> STEP 3. EMPOWERMENT In the empowerment step, you </a>
<a title="Viewpoint, Focus on: Business Service Management page 89" href="http://viewer.zmags.com/publication/997596ea?page=89"> As your management approach evolves from reactive</a>
<a title="Viewpoint, Focus on: Business Service Management page 90" href="http://viewer.zmags.com/publication/997596ea?page=90"> SERVICE RESOURCE PLANNING 88</a>
<a title="Viewpoint, Focus on: Business Service Management page 91" href="http://viewer.zmags.com/publication/997596ea?page=91"> SECTION 5 SERVICE RESOURCE PLANNING 90 </a>
<a title="Viewpoint, Focus on: Business Service Management page 92" href="http://viewer.zmags.com/publication/997596ea?page=92"> SERVICE RESOURCE PLANNING 90</a>
<a title="Viewpoint, Focus on: Business Service Management page 93" href="http://viewer.zmags.com/publication/997596ea?page=93"> Gaining Increased Visibilit</a>
<a title="Viewpoint, Focus on: Business Service Management page 94" href="http://viewer.zmags.com/publication/997596ea?page=94"> A s an IT executive, you want to show </a>
<a title="Viewpoint, Focus on: Business Service Management page 95" href="http://viewer.zmags.com/publication/997596ea?page=95"> of gathering and integrating that information so </a>
<a title="Viewpoint, Focus on: Business Service Management page 96" href="http://viewer.zmags.com/publication/997596ea?page=96"> When both end users and suppliers are distributed</a>
<a title="Viewpoint, Focus on: Business Service Management page 97" href="http://viewer.zmags.com/publication/997596ea?page=97"> Managing change on a global scale and in a timely</a>
<a title="Viewpoint, Focus on: Business Service Management page 98" href="http://viewer.zmags.com/publication/997596ea?page=98"> 5. PAY ATTENTION TO INTEGRATION It is easy to get</a>
<a title="Viewpoint, Focus on: Business Service Management page 99" href="http://viewer.zmags.com/publication/997596ea?page=99"> Managing the Business of I.T. As IT organizatio</a>
<a title="Viewpoint, Focus on: Business Service Management page 100" href="http://viewer.zmags.com/publication/997596ea?page=100"> W hat are the biggest challenges </a>
<a title="Viewpoint, Focus on: Business Service Management page 101" href="http://viewer.zmags.com/publication/997596ea?page=101"> and a menu of services that describes the service</a>
<a title="Viewpoint, Focus on: Business Service Management page 102" href="http://viewer.zmags.com/publication/997596ea?page=102"> The ability to have this conversation boosts the </a>
<a title="Viewpoint, Focus on: Business Service Management page 103" href="http://viewer.zmags.com/publication/997596ea?page=103"> They fail because they have taken a tools- based </a>
<a title="Viewpoint, Focus on: Business Service Management page 104" href="http://viewer.zmags.com/publication/997596ea?page=104"> SERVICE RESOURCE PLANNING A combination of applic</a>
<a title="Viewpoint, Focus on: Business Service Management page 105" href="http://viewer.zmags.com/publication/997596ea?page=105"> underutilizing your resources and have </a>
<a title="Viewpoint, Focus on: Business Service Management page 106" href="http://viewer.zmags.com/publication/997596ea?page=106"> SERVICE RESOURCE PLANNING An Obvious Choice for A</a>
<a title="Viewpoint, Focus on: Business Service Management page 107" href="http://viewer.zmags.com/publication/997596ea?page=107"> T he idea of reducing costs while at </a>
<a title="Viewpoint, Focus on: Business Service Management page 108" href="http://viewer.zmags.com/publication/997596ea?page=108"> Our experience with customers shows that because </a>
<a title="Viewpoint, Focus on: Business Service Management page 109" href="http://viewer.zmags.com/publication/997596ea?page=109"> > Decrease missed incentives and late- ></a>
<a title="Viewpoint, Focus on: Business Service Management page 110" href="http://viewer.zmags.com/publication/997596ea?page=110"> increase per year. By closely paying attention to</a>
<a title="Viewpoint, Focus on: Business Service Management page 111" href="http://viewer.zmags.com/publication/997596ea?page=111"> 3. BUSINESS VALUE The IT organization is more tha</a>
<a title="Viewpoint, Focus on: Business Service Management page 112" href="http://viewer.zmags.com/publication/997596ea?page=112"> and continuity, data privacy, and compliance with</a>
<a title="Viewpoint, Focus on: Business Service Management page 113" href="http://viewer.zmags.com/publication/997596ea?page=113"> vendors, anchor tenants (manufacturing, supply ch</a>
<a title="Viewpoint, Focus on: Business Service Management page 114" href="http://viewer.zmags.com/publication/997596ea?page=114"> 4.BEFAIR Excellent vendor relationships are not j</a>
<a title="Viewpoint, Focus on: Business Service Management page 115" href="http://viewer.zmags.com/publication/997596ea?page=115"> 10. OWN THE I.T. VENDOR RELATIONSHIPS The purchas</a>
<a title="Viewpoint, Focus on: Business Service Management page 116" href="http://viewer.zmags.com/publication/997596ea?page=116"> SERVICE SUPPORT 114</a>
<a title="Viewpoint, Focus on: Business Service Management page 117" href="http://viewer.zmags.com/publication/997596ea?page=117"> SECTION 6 SERVICE SUPPORT 116 </a>
<a title="Viewpoint, Focus on: Business Service Management page 118" href="http://viewer.zmags.com/publication/997596ea?page=118"> SERVICE SUPPORT Improving Service Support with a </a>
<a title="Viewpoint, Focus on: Business Service Management page 119" href="http://viewer.zmags.com/publication/997596ea?page=119"> I.T. is crucial to the success of </a>
<a title="Viewpoint, Focus on: Business Service Management page 120" href="http://viewer.zmags.com/publication/997596ea?page=120"> the project team took advantage of two capabiliti</a>
<a title="Viewpoint, Focus on: Business Service Management page 121" href="http://viewer.zmags.com/publication/997596ea?page=121"> engineers to capture the interrelationships of th</a>
<a title="Viewpoint, Focus on: Business Service Management page 122" href="http://viewer.zmags.com/publication/997596ea?page=122"> The service desk is benefiting substantially from</a>
<a title="Viewpoint, Focus on: Business Service Management page 123" href="http://viewer.zmags.com/publication/997596ea?page=123"> will be relatively easy to accomplish because IT </a>
<a title="Viewpoint, Focus on: Business Service Management page 124" href="http://viewer.zmags.com/publication/997596ea?page=124"> Help Yourself: An Invitation to Automated Self-Se</a>
<a title="Viewpoint, Focus on: Business Service Management page 125" href="http://viewer.zmags.com/publication/997596ea?page=125"> W hen was the last time you </a>
<a title="Viewpoint, Focus on: Business Service Management page 126" href="http://viewer.zmags.com/publication/997596ea?page=126"> $24 per call.1 By contrast, a self-service call c</a>
<a title="Viewpoint, Focus on: Business Service Management page 127" href="http://viewer.zmags.com/publication/997596ea?page=127"> with. Start simply, and add to the offerings over</a>
<a title="Viewpoint, Focus on: Business Service Management page 128" href="http://viewer.zmags.com/publication/997596ea?page=128"> Let your help desk team know that the old evaluat</a>
<a title="Viewpoint, Focus on: Business Service Management page 129" href="http://viewer.zmags.com/publication/997596ea?page=129"> 4. USE PLAIN LANGUAGE Make sure you’ve built the </a>
<a title="Viewpoint, Focus on: Business Service Management page 130" href="http://viewer.zmags.com/publication/997596ea?page=130"> 11.INSTITUTEAFEESTRUCTURE You can’t very well thr</a>
<a title="Viewpoint, Focus on: Business Service Management page 131" href="http://viewer.zmags.com/publication/997596ea?page=131"> 15. LEVERAGE EXISTING SYSTEMS AND LICENSES When a</a>
<a title="Viewpoint, Focus on: Business Service Management page 132" href="http://viewer.zmags.com/publication/997596ea?page=132"> SERVICE SUPPORT The Importance of Unifying Servic</a>
<a title="Viewpoint, Focus on: Business Service Management page 133" href="http://viewer.zmags.com/publication/997596ea?page=133"> T here is no generic form of IT. What </a>
<a title="Viewpoint, Focus on: Business Service Management page 134" href="http://viewer.zmags.com/publication/997596ea?page=134"> In a high-stakes IT environment where agile and i</a>
<a title="Viewpoint, Focus on: Business Service Management page 135" href="http://viewer.zmags.com/publication/997596ea?page=135"> A service impact model takes this a step further </a>
<a title="Viewpoint, Focus on: Business Service Management page 136" href="http://viewer.zmags.com/publication/997596ea?page=136"> SERVICE SUPPORT as well as IT applications and da</a>
<a title="Viewpoint, Focus on: Business Service Management page 137" href="http://viewer.zmags.com/publication/997596ea?page=137"> 3. LEVERAGE A BEST-PRACTICE PROCESS FRAMEWORK, SU</a>
<a title="Viewpoint, Focus on: Business Service Management page 138" href="http://viewer.zmags.com/publication/997596ea?page=138"> By standardizing and converging service managemen</a>
<a title="Viewpoint, Focus on: Business Service Management page 139" href="http://viewer.zmags.com/publication/997596ea?page=139"> ABOUT THE AUTHORS Matthew Burrows, managing dire</a>
<a title="Viewpoint, Focus on: Business Service Management page 140" href="http://viewer.zmags.com/publication/997596ea?page=140"> SERVICE SUPPORT Practical Guidance for Getting I</a>
<a title="Viewpoint, Focus on: Business Service Management page 141" href="http://viewer.zmags.com/publication/997596ea?page=141"> IT Infrastructure Library (ITIL) best practices a</a>
<a title="Viewpoint, Focus on: Business Service Management page 142" href="http://viewer.zmags.com/publication/997596ea?page=142"> S urvival in today’s business environ- </a>
<a title="Viewpoint, Focus on: Business Service Management page 143" href="http://viewer.zmags.com/publication/997596ea?page=143"> execute the various ITIL processes. In addition, </a>
<a title="Viewpoint, Focus on: Business Service Management page 144" href="http://viewer.zmags.com/publication/997596ea?page=144"> various factors, such as practicality, cost and t</a>
<a title="Viewpoint, Focus on: Business Service Management page 145" href="http://viewer.zmags.com/publication/997596ea?page=145"> You should install the software in the way that t</a>
<a title="Viewpoint, Focus on: Business Service Management page 146" href="http://viewer.zmags.com/publication/997596ea?page=146"> level your organization has reached for each of t</a>
<a title="Viewpoint, Focus on: Business Service Management page 147" href="http://viewer.zmags.com/publication/997596ea?page=147"> This publication was created by BMC Software. B</a>