The Emergence of Business Service Management
BSM, having evolved from the "aligning IT with business" mantra of the IT infrastructure library (ITIL), promotes the management of the availability and performance of the IT infrastructure based on the priority of the business objective that the technology supports. MSP enabler N-able, a long-time proponent of ITIL, believes that while useful in the large-enterprise space, this customer-centric approach is absolutely essential in the small and mid-tier environments.
At a very basic level, this means changing the approach that a service provider traditionally takes to service provisioning. Rather than base discussions around what services can be offered, the conversations need to be initiated around the customers business goals and how IT supports those goals.
Service level agreements are no longer just a description of services that are offered, but visible evidence that the service provider understands what the business is trying to achieve and how it will act accordingly. A good example of how effective business service levels based on BSM principles would be if two services failed at the same time: Both services may have comparable SLAs, but an MSP that understands the business objectives will be able to make an intelligent decision about the relative priorities of the events and fix the service with the greater business impact first.
As technology continues to consume most aspects of business, dependence upon technology increases. Small and medium-sized businesses able to find those MSPs that are actively working to change their business models to provide intrinsic value to their customer base, rather than just IT services, will reap the benefits that this new SMB outsourcing model has to offer.
Phil Rackus is Vice President of Product Management at N-able Technologies. Phil spearheads the product management team, which drives the strategic direction of the technology and the company.