Rapid technological advancements, growing competition and increased customer expectations have made a marketer’s job tougher than ever before. Additionally, newer technologies such as service-oriented architectures (SOA), virtualization , cloud computing , portal frameworks , grid architectures , and mashups within an organization make troubleshooting and monitoring of business services very difficult. 5 A single business process or service may be supported by a number of composite applications, all of which could be dependent on a diverse set of distributed computing and communications elements. 6 An isolated issue anywhere in this complex web may impact one or more tasks in the business process. Traditional network management systems and technology-centric monitoring approaches are incapable of determining the business impact of an issue in such a complicated infrastructure environment. This has given rise to application performance management and the real user monitoring (RUM) technology that now monitors the end user experience (EUE) in real-time.
As information technology in organizations grew more complex, it became evident there was a need for a more elaborated way to manage it. With the evolution of it capabilities from exotic additions in an otherwise human based process to full blown services available on demand as the organization requires, the challenge for effective it management has become to align technical capabilities with business goals and strategies. The purpose of this research is to go over the different paradigms focused on managing IT services based on business objectives. We first present a baseline concept of some relevant terms such business service and business service management, to ease the overview of several frameworks. We then describe one direction to which current research in the field is heading and finally we present a set of criteria we use to evaluate and compare all the considered frameworks and find their weaknesses and strengths.… Read More..Read More →