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1、业务服务管理：优化IT服务推动业务成功TMciMap1>.Measure.Manage.BusinessServiceManagementOptimizingITServicestoDriveBusinessSuccessMap.Measure.Manage.TomHayesProductMarketingConcordCommunications,Inc.600NickersonRoadMarlboro,MA08><#004699'>1752800.85<#004699'>1.8725concord4>>??Copyright2004ConcordCommunications,Inc.Bu
2、sinessServiceManagementExecutiveSummaryCompaniesgenerateprofitablerevenueasaresultoffewkeyservicesthatdrivethemajorityofrevenue.Iftheseexecutingbusinessprocesses.Overthelastfewdecades,servicesarerunningwell,thenemployeescandotheirjobbusinessprocesseshavebecomemoreandmoreautomat-andcustomersarehappy
3、.Theseservicesmaybecompriseded,requiringmoreandmoreITservices.Inaddition,newofseveralapplicationsthatrunondistributedserversandITtechnologieshaveenablednewbusinessprocessesthatdatabases,which,inturn,areconnectedbynumerousnet-couldn’texistbefore.TheInternet,andWebtechnologyareworkdevices.Whenthesese
4、rvicesarenotrunningwell,thegreatexamples.Thisbusinessprocessautomationhascomplexunderpinningsareexposedandfindingthesourceresultedintremendousincreasesinproductivityandoftheproblemcanbecome“hitormiss.”Havingalltheincreasedprofitability,tighteningthelinkbetweenthepiecesrunningwellisimportantbecausei
5、taffectsthemostbusinessandtheITservicesthatsupportit.Asaresult,theimportantaspectofall–theuserexperience–andtheuseravailabilityandperformancefeaturesofthebusinessserviceexperiencedrivesprofitablerevenue.havebecomemorecritical.BusinessServiceManagementConcord’sapproachtosuccessfulBSMisthree-fold—map
6、,(BSM)linksITservicestothebusinessneeds,minimizingmeasure,andmanage.risktothebusinessbyproactivelymanagingthetechnologyMappingstartsatthetopofthehierarchy,withthebusinessthattheservicesdependuponandbydetectingproblemsservice,suchascashmanagementorcallcenters,andcon-beforetheyimpactendusers.sistsofm
7、odelingthebusinessservicetounderstandthekeyWhathappenswhenpoorperformanceaffectsbusiness?performanceindicators,mappingtheITservicestotheTheresultsareoftenincreasedcostsorlostrevenue.Let’sbusinessservice,and
