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Home >IMS> BSM > BSM Routes to Value >Service Impact and Event Management
Service Impact and Event Management

 

Most companies do not prioritize IT actions based on their business impact, so one of the biggest challenges IT organizations face is providing business-relevant IT services. Service Impact and Event Management enables you to map technology components and services to business processes so you can prioritize IT actions based on their business impact.

VAssure BSM integrates People, Process and Technology (PPT) into a complete Service Impact and Event Management solution that enables an event resolution process that incorporates business impact analysis with quick identification or root causes to enable fast resolution and increased ROI through problem avoidance.

VAssure BSM’s Service Impact and Event Management solution will:

  • Increase efficiency of IT infrastructure monitoring through centralized monitoring coordination
  • Decrease incident resolution time through early identification of causal events
  • Manage IT infrastructure in support of business objectives

People Drive Success
VAssure BSM understands the roles and responsibilities are critical to success. The diagram shows how an organization’s people fall into Strategic, Operational and Tactical roles. VAssure BSM helps organizations identify these people and define their roles for success. Strategic roles are policy makers who provide the “what” and “why” of the initiative. Tactical roles enforce the policy; they are “how” the initiative is carried out. Operational roles are implementers and customers; the “who” this initiative affects.

People are most impacted by change, so helping them understand the changes and what they mean to the organization will help minimize any negative impact. VAssure BSM educates your employees on the various people, process and technology impacts as well as what the business benefits are. This empowers your staff as active participants in your organization’s operational effectiveness.

Process Creates Efficiency

VAssure BSM understands that good business processes are repeatable and show measurable benefits to the business. We evaluate the following three levels of business drivers so the resulting processes best support the dynamics of the business.

  • Global Business Environment: Financial drivers where losses associated with IT operations failures are less tolerated.
  • Industry Specific: Need to remain competitive in order to not lose revenue…ITIL compliancy
  • Business Specific: Need to increase the efficiencies and proactive incident handling of the service desk. early warnings through monitoring ITIL is a best practices guideline for service support, but does not account for business or industry specific nuances. VAssure BSM does not force fit ITIL into your company, we overlay your business with ITIL guidelines to identify and define optimal business processes.
Technology Automates IPM

Technology is the vehicle for implementing the business processes and enforcing corporate policy across disparate groups of people. VAssure BSM has identified a core set of best of breed technology to help communicate your IT processes and business goals:

  • BMC Event Manager: Monitors network and systems management functions and can be seamlessly integrated into the service desk.
  • BMC Service Impact Manager: Links service desk and event management to prioritize and align service support with business operations to understand the impact of disruptions.
  • Patrol Express: Monitors the performance and availability of servers, applications, and storage and network devices.
  • Patrol Enterprise Manager: Delivers high business service availability from a business view and consolidating enterprise events into a central manager console.

Measurable Success
Milestones provide measurable benefits and value as you move from simple incident handling to multi-level problem and root cause analysis and on to pre-incident problem resolution. VAssure BSM helps define the metrics that are important to your organization and set ROI goals and targets according.

Event Monitoring
  • How much of the infrastructure supporting critical business services is monitored
  • Gain visibility into performance of these selected infrastructure items

Event Correlation and Operational Automation
  • Build intelligence into event manager to start filtering and normalizing data to see trends
  • Set baseline performance boundaries as a knowledge reference to understand “normal” system behavior
  • Automate behavior in system based on knowledge base and defined business rules

Linkage of IT Service Delivery to Business Objectives
  • Start building service models with information from the CMDB
  • Start interpreting events based on service models with financial impact
  • Effectively avoid negative financial impacts of outages through proactive event mana gement

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VAssure provides knowledge measurement solutions and services including assessments

VAssure provides knowledge measurement solutions and services including assessments

VAssure provides knowledge measurement solutions and services including assessments

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