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Business Service Management - Strategies for Success

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Articles in Business Technology

EMA is presenting the full findings of this study in two research reports and a summary of the findings in this EMA advisory Note.

Technology and related terminology in the IT management market is often confusing. Sometimes definitions evolve, and sometimes there are simply different definitions representing different perspectives. In fact, BSM terminology still suffers from confusion. IT organizations can speak with three different BSM vendors and encounter three different definitions for BSM.

Can they all be right? Similarly, three different IT organizations may each determine that they need BSM solutions. DO they all need the same capabilities? The answer for both of these questions is "it depends."

To gain clarity on how IT professionals are using the term BSM, respondents were asked which statement from a list of choices most closely describes BSM. 41% of respondents believe "BSM refers to processes for managing IT services from the business perspective.