Business Service Management Hub

The Information Technology Infrastructure Library is designed to help cut costs and streamline IT operations, and is finding converts seeking to maintain regulatory compliance as well. Initially popular overseas, ITIL is growing in use in the U.S., where four out of 10 organizations will adopt it by 2007, according to Meta Group (now part of Gartner). Former Meta analyst Michele Hudnall, now director of service management at software vendor Managed Objects, recently spoke with Network World Senior Editor Denise Dubie about the realities of ITIL and how corporate IT shops can make the most of their implementations.

This week, Network World Senior Editor Denise Dubie chats with Michele Hudnall, director of service management at software vendor Managed Objects, about the realities of ITIL.

Gartner says 80% of downtime is due to human error and problems created by process, such as inadequate testing and unauthorized changes. And research from Managed Objects, a provider of business service management tools, shows many of these failures come from custom or home-grown applications. Network World’s Jason Meserve talks about the issue of application outages and what can be done to prevent them with Michele Hudnall.

The business case for business service management (BSM) at Ontario’s Independent Electricity System Operator, commonly referred to as IESO, started out as a proposal for solving a traditional IT management problem. Yet in the process of defining the problem and evaluating solutions, the IESO discovered a way to simultaneously enlist the endorsement of business users by incorporating the supervision, control and management of the power grid and its energy market systems into the IT project.