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ITSM Is Just BSM with IT Examples - Practitioner Radio Episode 33


Troy’s Thunder Bolt Tip of The Day:

Remember when we are talking about Business Service Management it is the Parent of ITSM. We need to understand are Possibly Business Shared Services. 


  • Pocket PR Radio
  • What is BSM?
  • Unfortunately the confusion around the term Business Service Management often stems from one of the following incorrect assumptions:
  • Business Service Management is analogous to IT Service Management or ITIL
  • Business Service Management relates specifically to an ITSM Tool suite
  • BSM is a Concept of Business Service Orientation
  • Reaching For The Future with BSM:
On The Path Towards Business “Oriented” Service Management
  • Business Service Management is the parent principle of IT Service Continuity Management
  • Every business / service organization have the same basic DNA type of practices.
  • All service organizations have the same basic structures for producing value.
  • Market Demand Analysis & Planning
  • Demand Intake & requirements generation
  • Product / Service Design
  • Product / Service Launch / Change Processes
  • Operations / Support
  • Service Productization Webinar:
  • The Separation of History not Reality or Logic
  • Incident Management is only one aspect of Product Support
  • Business Relationship Manager – Customer Liaison
  • Encyclopedia Sales Men and The Service Catalog
  • Management Systems & BSM
  • IT Operating Model
  • Cycle / Lead Time
  • Service Level Management and BSM
  • Cycle Time and bringing products to market
  •  What’s the difference between Incident & Bug Tracking
  • Portfolio Inputs for CSI
  • Operational Excellence – Continual Feedback Loop for Product and Market renewal
  • No standard’s body capturing a common view of BSM
  • Who Needs another set of books?
  • Shout out to Stewart Crymble
  • Business Shared Services including IT Specialist Groups
  • Dealing with redundancy by consolidating specialty IT Functions
  • Gartner Article on IT Budgets = A Decade of Devaluation in IT


  1. Most service organizations need enterprise / shared services that support the Governance and Management aspect of the value chain
  2. Many organizations are starting to see IT shared services begin to consolidate into business shared services.


Listen below or download the MP3 HERE!  / iTunes / PinkAPP for BlackBerry, iPhone and Android





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by Chris Dancy