Business Service Management is Customer Centric Approach to Service Management 

Business service management (BSM) is a methodology for monitoring and measuring information technology (IT) services from a business perspective; in other words, BSM is a set of management software tools, processes and methods to manage a data center via a business-centered approach.  BSM technology tools are designed to help IT organizations view and manage technology infrastructures to better support and maintain the main services they provide to the business.  BSM tools are critical enablers for the increasingly popular process that focuses on IT Service Management (ITSM) approach.  BSM consists of both structured process and enabling software. The Information Technology Infrastructure Library (ITIL), a set of IT management frameworks and concepts, has recently identified BSM as a best practice for IT infrastructure management and operations.

BSM allows IT departments to operate by service rather than by individual configuration items or technology silo, enabling prioritization of efforts, ultimately improving the service that is delivered to the business or organization.  Major vendors who offer BSM software and services include BMC Software, HP Business Service Management software, IBM Tivoli Software, Axios assyst, CA Technologies Computer Associates, and Service-Now.com.

Touching on all the lifecycle processes within the Information Technology Infrastructure Library, BSM is a way to bring together many disparate processes and tools, and creating quantifiable improvement in efficiency and the ability to view technology as it is germane to business process.