IT Management Research, Industry Analysis, and Consulting
SLM and BSM:
The Future of IT Management.
Are You Ready?
An ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) White Paper
Prepared for ASG
April 2008
SLM and BSM:
The Future of IT Management. Are You Ready?
©2008 Enterprise Management Associates, Inc. All Rights Reserved.
IT Management Research, Industry Analysis, and Consulting
Table of Contents
Executive Summary .................................................................................................................................................... 1
Introduction ................................................................................................................................................................. 1
Managing Service Levels and Business Performance through SLM and BSM ............................................... 2
Service Level Management .................................................................................................................................. 3
Business Service Management ............................................................................................................................ 4
SLM and BSM – Delivering Value to Business and IT .................................................................................. 4
ASG Business Service Platform – Fusing the Goals of Business and IT........................................................ 5
ASG’s BSP Foundation ......................................................................................................................................... 6
ASG’s BSP-Service Level Management............................................................................................................. 7
EMA Perspective ......................................................................................................................................................... 7
About ASG ................................................................................................................