The Road to Business Service Management
01 July 2006, 12:00am

This interactive online forum took place at 2.30pm on 5th July 2006. The event is archived, and you can listen to the debate, and download the presentations.

In “The Road to Business Service Management”, Information Age’s second webinar to focus on the strategic business benefits of structured IT resource management, leading BSM experts offered their view of the challenges ahead, and answered questions from our audience about how best to meet them.

Modern IT asset management (ITAM) tools and practices are enabling business to reduce costs and optimise the value associated with physical IT resources. But ITAM is only the first step on a journey towards the realisation of truly automated business service management (BSM).  

Companies that opt to start along the road to BSM face many challenges. They must embrace new and unfamiliar technologies and practices, service level management policies, configuration management databases, and the mysteries of business process mapping. And they must accept the likely need for truly profound changes to their established IT management policies. However, those that stay the course will be rewarded with an IT service delivery infrastructure that is truly sensitive to shifting business needs.   

Many of these issues are addressed by the industry best practice defined in the IT Infrastructure Library (ITIL).   However many organisations are either only just finding ITIL or still facing the challenge of implementing ITIL.  From your desktop you can listen to the questions posed to our expert panel regarding ITIL best practice and business service management - and hear their answers!

This lively and educational session lasts one hour and is hosted by Phil Jones, Information Age’s Research Director. Accompanying Phil were our three expert panellists:

• Peter O’Neill, Principal Analyst, Forrester Research
• Aiden Lawes, Chief Executive, itSMF
• Tony Price, ITSM Practice Principal,  Hewlett-Packard

If you have any questions, please email Diana Walker or call her on 020 7612 9306.