BSM Views

Here is a collection of documents and articles that are helpful in defining the next steps of IT strategy.

CMDB
What do you need from a Configuration Management database (CMDB)?
ITIL and CMDB Synergy - Enhanced Service Management
The CMDB: Relief for your IT Headache

Service Delivery
Connecting the Dots Between the Service Desk and IT Operations

Problem Management
The Business Case For Better Problem Resolution Processes
Best Practices for Resolving Business-Critical Application Problems: Three Real-world Case Studies

Service Level Management:
Merging Perspectives: SLM and Service Impact Management

Knowledge Management
Unleashing the Power of Collective Knowledge to Improve Support Quality

Dashboards
Executive Dashboards: Putting a Face on Business Service Management

Business Service Management
Building a Foundation for Managing Business-Aligned IT Environments
Transforming IT Operations through BSM
Taking IT to the Next Level with Business Service Management
Strategies to Maximize IT Business Value
Business Service Management, Innovation and Industry Trends
Business Service Management Puts You Ahead of the ITIL V3 Curve

Asset Management
Asset Management and Discovery Business Perspective Paper
Asset Management, ITIL, and CMDB: Connecting the Dots Between IT Operations and the Bottom Line

ITIL
Process Execution Excellence: Issues and Actions
What’s New in ITIL V3? Understanding the changes in the latest ITIL release