Business Service Management

Business Service Management

Business Service Management (BSM) expresses the need of IT departments to improve the communication and efficiency between business and technical areas. Organizations have been comfortably living with these differences but, in reality, IT has been anticipating this situation by proving their authentic value and their great responsibility in adding value to the business.

IT is facing the need to rapidly gain additional management and marketing capabilities, in order to keep supporting business demands, while spending less and delivering more. New technological solutions and paradigms, such as cloud computing, have created new challenges. The IT departments operations will require more automated delivery and more strategic planning, where resources need to be maximized.



The challenges of Business Service Management reside in:

  •  Increasing dependency of organizations on IT services
  •  Inconsistency in the quality of service delivery
  •  Increasing pressure to cut down IT costs
  •  Increasing IT service complexity and responsibility fragmentation of the service delivery chain
  •  The speed with which IT departments need to adapt and respond to new business trends and requirements.


HAKKEN’s approach focuses on the organization’s goals and objectives by identifying what initiavtives can help IT departments increase their value to the business, a totally new purpose for IT operations and IT management based in a new methodology: 

  • • Understand and represent each service, both in business and technical terms, building an automatic and up-to-date service model that can cope with any kind of change that might occur
  • • Predict customer behavior and satisfaction by looking at information and metrics provided by the IT infrastructure and IT processes
  •  Aggregate and present information from all silos of the IT domains, as a whole, as if they belonged to just one organization
  •  Automate monitoring, operational and remediation tasks, freeing people so that they can be focused on added value activities
  • • Measure the IT contribution to the business objectives and results and act on these measurements to rapidly provide new solutions.

Business Service Management solutions provide a complete set of tools to totally change the way it presents itself to the Organizational structure:

The simplification of the Operations Support System architecture


Reduced overhead in monitoring and management activities

Unified language to identify, change and implement Business Service Management goals

More focused and objective oriented teams and activities

Increased focus of teams on objectives and activities necessary to ensure reliable service excellence.