As an end user within an organization, I require a dashboard that I can log into from time to time to see the Services that are offered to me and the health of the services that I currently am using. There are pieces of this that fall into the Service Catalog arena, but in the end, these services need managed.
The Service Management console needs to be able to slice and dice the infrastructure into the components of the individual services being provided to the end customers. It should provide a view based on the role the person plays within the organization. As an end user, I should see the services I can sign up for and the services I am already signed up for. As a manager, I should be able to see the services that my team is using and the availability of those services.
End Users do not and should not be required to know the servers, routers, NAS, etc supporting a particular service. To them, it is EMail, CRM, Timesheet and a slew of other Service offerings. The IT group needs to manage the services in the same way. When users open tickets, it’s on the service, not the technologies supporting the service. Business Service Management makes the focus of the management on the Service and the technologies supported them.