Gartner Research

BSM Is Dead; Use Other ITOM Tools to Convey Value and Manage Operations

Published: 09 March 2016

ID: G00291914

Analyst(s): Vivek Bhalla , Gary Spivak


Business service management has not delivered on its promises of prioritizing, communicating and focusing I&O resources on the functions critical to the business. I&O leaders should use a best-of-breed approach incorporating BVD, ITOA, APM and NPMD tools.

Table Of Contents
  • Key Challenges



  • Determine Whether the Original Intent of Any BSM Deployment Matches Current Use Cases
  • Build a Risk Mitigation and Migration Plan Where BSM Deployments Continue to Deliver Business Prioritization of Operational Activities
  • Deploy BVDs in Conjunction With ITOA and Monitoring Tools to Provide the Operational Intelligence to Rectify and Improve IT Operational Performance
  • Replace BSM With BVD Where BSM Use Cases Are Limited to Business Metrics Reporting

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