share a paper released by Forrester Research.

The SLM/BSM Software Market

Which Services Must Be Managed: Those Of IT Or Those Of The Business?

EXECUTIVES UMMARY

The service management software market is a growth segment within the IT management software

market, thanks to interest in converting IT operations into a services-centric organization and

resulting investments in process automation and service catalog development and reporting. While

most enterprises are still in this transition phase, the goalposts have moved from the measurement

and reporting of IT services to an emphasis on business services and metrics. Successful service-level

management (SLM)/business service management (BSM) vendors should educate their customers about

this trend and provide solutions that enable their customers to report and prove the true business value

of their services.

http://justinche.files.wordpress.com/2007/09/2007-0907-forrester-slm-bsm-market.pdf

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