Six Guiding Principles to Changing Behavior and Speeding the Adoption of BSM and ITIL

Business Service Management (BSM), the most effective approach for managing IT from the perspective of the business, is now defined and recommended within ITIL V3. BSM provides an ideal strategy to facilitate ITIL adoption. It combines best-practice IT processes with a shared view of how IT services support the basic business priorities of growing revenue, reducing cost, and lowering risk. This paper: > Explores the business-centric, process-oriented mindset recommended by ITIL > Describes what is necessary to make the transition to an ITIL-based approach and the technology that enables it > Discusses the major “people-related” issues and presents a suggested approach to addressing these issues

Tags: Service Desk, ITIL, IT Service Management, ITIL V3, Business Service Management

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