Business Service Management (BSM) For Telco, because IT become more strategic for business. The difference between bottom up and top down approach in service monitoring. Description why BSM important and how it's implemented in telco business.

1. S B M Business Service Management For Telco because IT become more strategic for business Riswan (kahfi24@yahoo.com)

2. Before The Convergence Era IT and Telco are separated ; IT infrastructures are not connected with telco network. IT is IT, and Telco is Telco Talking IT is just about desktop management (PC & printer), applications for internal office use, internet connection, office LAN,

3. Bottom Up Approach (BUA) Single view monitoring in Manager Of Manager Apply alarms correlation process  reduce number of alarms Apply root cause analysis  reduce MTTR Main object of the all monitoring processes is ALARM (events in the IT infrastructure)

4. Disadvantages of BUA Main monitoring object is problem alarm in the IT infrastructure, not SERVICE that running over the IT infrastructure No mapping of IT infrastructure to the delivered service Can not prioritize the problem solving based on the value of the impacted service. Can not see the impact of IT processes to the quality of the delivered service.

5. Telecommunication Is Changing IT and Telco can not be separated anymore

6. IT is More Strategic to Business RBT Mobile Game Content content Mobile TV Other Application that related to Telco Services Mobile Internet IP basis Telco network Application related with mobile services

8. IT infrastructure become more complex  Need more effort to maintain the IT infrastructureNeed new better method & tools to monitor/maitain the IT infrastructure and all services that running on IT

9. BSM as One of The Solutions

10. Business Service Management Align IT infrastructure to business Mapping IT infrastructures to all services that using the infrastructures  Able to know the impact of any problem in the IT infrastructure to the services that using the infrastructure. Also mapping IT process to the related services  Able to see the impact of any IT processes to the service and also able to count any potential revenue lost that caused by any delay in the IT processes. Main object of monitoring process is SERVICE, no more problem alarms.  focus on service, not problem Still able to break down until the problem level  see the problem that cause the service degradation Prioritize service degradation handling based on the value of service for business.  minimize the revenue loss that caused by the service degradation. Service alarm severity will be based on the value of service for business.

11. Service Tree Service Tree can be used to map the IT infrastructure and IT processes to the IT services that using/related with the infrastructure/process.

12. Important Things in BSM Implementation To have a complete & good service mapping, BSM need complete & good source data. Use the same unit in term of the service value & need wisdom in leveling the services  To have correct priority level of all services. Correct prioritize service restore  reduce potential revenue losses.

13. See the detail article in : http://mobileindonesia.net/2010/01/28/antara-bsm-dan-pendahulunya/