Business Service Management (BSM)

Business Service Management is the integration and consolidation of systems management with business management. It’s the creation of service and operational level agreements (SLA/SLO), underpinning contracts (UPCs), policies, rules and thresholds for business services, applications, processes, activities and transactions much the same way it’s done for a server or network device. Business Service Management is a strategy, approach and methodology for aligning IT elements to the goals of the business. It is about understanding how IT impacts the business and how business impacts IT.[1]

BSM is comprised of structured processes and software. BSM utilities are an important means of progressively expanding reputable processes focused on IT service management (ITSM or IT Services) methods. The BSM methodology organizes IT departments by service, rather than individual items or silos, allowing effort prioritization while progressively enhancing an organization’s managed business services.

Major vendors providing BSM software and services include the following:

  • AccelOps
  • BMC Software
  • Compuware
  • CA Technologies (formerly Computer Associates, Inc.)
  • HP Business Service Management
  • Novell
  • IBM’s Tivoli
  • Zyrion Traverse[2]


  1. Business Service Management (BSM) Defined Doug McClure
  2. What is Business Service Management Techopedia

Further Reading

  • Business Service Management Puts You Ahead of the ITIL V3 Curve AVnet
  • Business Service Management: Insights and Next Practices BMS Review
  • Business Service Management - Case Study bmsreview