Business Service Management helps establish IT as a strategic service supplier that streamlines customer transactions and enables business growth. While organizations will undertake BSM initiatives to align IT activities with business goals, the ultimate impact of Business Service Management goes beyond services-to strategic partnership in the business. Having created agile and resilient services that can respond to varying demands, IT is better able to drive technology innovation that can open up new revenue sources, help grow the business, and change how business is done.

Business Service Management is not just technology; it's also about people and processes across IT. BSM is an opportunity for IT to build a more proactive and innovative team. A key first step toward integrating IT and business is adopting a process-centric approach to IT, applying ITIL® best practices and building a service-oriented team culture committed to continuous improvement and the success of service consumers.