A couple years ago, the top-returned item in a google search of "BSM" was the "British School of Motoring." So it's a great leap forward already just to get to the clarification that it generally refers to "Business Service Management" (at least stateside). Now for the next question, when a company says they do "business service management," what does that mean exactly? The entry in Wikipedia describes it as a "methodology for monitoring and measuring IT services from a business perspective" including both process and software. What it really amounts to is one of Peter Drucker's new realities of how you view and use technology to make your business work better every day.
If anyone knows what's at the heart of BSM, it's the CEO of IBM's top-ranked Tivoli partner and service management software reseller, Casey Kindiger. Here's an interview that just came out in TechRepublic where I sat down with Casey to ask ten questions about what is really at the heart of this new way of looking at the purpose of technology in business, as well as the three types of BSM players out there today.
