Chapter 1: The Power of Business Service Management
by Greg Shields

Chapter 1’s introduction of the concepts of BSM is intended to drive the idea that BSM is an enabler for decision makers. By laying BSM atop an existing infrastructure, leveraging existing monitoring and management frameworks, and using a standardized implementation process, business leaders and other non-technical decision makers become empowered to better understand how technology impacts the business. That empowerment assists them in better aligning IT goals with those of the core business.

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