Organizations practicing Business Service Management (BSM) have reaped benefits by aligning their IT with their business processes, improving end-to-end management and standardizing and automating routine tasks. Latest market trend shows CIO’s are slowly adopting cloud computing to reduce costs, increase storage, use the flexibility of automation and ultimately freeing up IT resources to stop worrying about server updates and shift focus on innovation.
Companies offering BSM are now faced with a new set of challenges that makes me question is BSM ready for the cloud? Service Level Agreement, which is absolutely vital and important for engagement of service or product, should now monitor, measure and report end user’s experience or end user’s ability to consume resources rather than customer based agreement. Performance challenge would be to provide end-to-end view in a hybrid cloud computing that spans a combination of on-premise, off-premise, physical and virtual environments by testing for bandwidth, connectivity, scalability, and the end user experience. Ultimately BSM should address security concerns that prevent companies to save their important data outside the firewall.
Given the challenges and also the benefits of cloud computing its wait and watch to see if CIO’s invest and adopt BSM for cloud computing.