业务服务管理：优化IT服务推动业务成功.pdfVIP

TM ci Map. Measure. Manage. Business Service Management Optimizing IT Services to Drive Business Success Map. Measure. Manage. Tom Hayes Product Marketing Concord Communications, Inc. 600 Nickerson Road Marlboro, MA 01752 800.851.8725 © Copyright 2004 Concord Communications, Inc. Business Service Management Executive Summary Companies generate profitable revenue as a result of few key services that drive the majority of revenue. If these executing business processes. Over the last few decades, services are running well, then employees can do their job business processes have become more and more automat- and customers are happy. These services may be comprised ed, requiring more and more IT services. In addition, new of several applications that run on distributed servers and IT technologies have enabled new business processes that databases, which, in turn, are connected by numerous net- couldn’t exist before. The Internet, and Web technology are work devices. When these services are not running well, the great examples. This business process automation has complex underpinnings are exposed and finding the source resulted in tremendous increases in productivity and of the problem can become “hit or miss.” Having all the increased profitability, tightening the link between the pieces running well is important because it affects the most business and the IT services that support it. As a result, the important aspect of all – the user experience – and the user availability and performance features of the business service experi