2014•Communications of the IIMAOpen access

Strategic Integration of IT and Business Service Management

Brenda F. Richardson, Ahmed Mahfouz

Abstract

BMC Software, Inc., a leading global provider of enterprise management solutions helps companies to automate their Information Technology (IT) and align it to the needs of the business, pioneered the concept of Business Service Management (BSM). This case investigates how BMC provides products and services to help IT organizations incorporate Information Technology Service Management (ITSM) and BSM into business processes. The implementation of this strategy has made BMC a leader in BSM solutions. As a result of its business strategy, between 2002 and 2007, BMC revenue increased from $1,289 to $1,580 (in millions); stock value increased from $11.50 to $36.92.

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Key concepts: Business, Process management, IT service management, Business process management, Information Technology Infrastructure Library, Knowledge management, Strategic management, Service (business)