BSM and productivity

Have you ever had a problem with productivity at your work? I’m sure you have. Bad day, malfunction in air conditioning, your boss’ bad day, maybe some private situations at home. How about your IT tools? Right – your desktop computer slowness, breaking network, your mail client blocked by mail size reaching up your tiny quota maximum, your support team not responding your requests immediately. Your dependencies. You have your pretty gantt chart for your project, created in your favourite PM tool and it’s all for nothing if something is impacting your productivity.

Productivity is – I dare to say so – everything in your work. It’s the key. You do want your work done. There’s always something to do, new tasks and new projects, so you better make it done as soon as possible. There’s life outside work too – your family and friends, your hobbies, your free time, your duties at home, your vacations. You want to deal with all weaknesses you have, all dependencies you don’t control and all tasks you simply can do but need time in the best manner and quick. You’ll feel passion to some of your tasks, you’ll feel mission or duty to some others, you’ll feel some bad things about the rest – but no matter what you feel, you’re paid to do your job. And get the bill.

Life is short. Life is quick. Life is brutal. You’ve got a high priority task to do – you won’t feel much interested in anything else. You’ll not admire your new laptop computer you’re given to upgrade from your old box until you’re done – who would like to stuck in a migration process in between using two computers: one too new to have all applications you need yet and the other too old and slow to be used anymore. It’s like you know you’re going to get your new car soon, the old scrap stinks in garage, you kind of don’t want to use the oldie but the new one isn’t really available yet. Stuck. That’s your feeling.

I don’t really want to spend much time on discussing productivity issues and solutions here. I think I made my point. We all know them. They’re everywhere, so in BSM.

BSM gives you information on your applications you’re responsible for (somehow, let’s assume that’s your role) before you really know something went bad. You want to know proactively. You want to know the root cause and have a solution. An automated script solving your application’s issues or a team in order to delegate to solving the issue for good. A process. I mean – you do not have got just one application to deal with, do you? There must be a pattern to follow every time new issue arise! There must be a way for sorting out those thousands critical events! You don’t want to open thousands of incidents!

How to make things easier? Is there a way? Is there a quick solution? Is there one for all times?

In order to be productive here, the answers must be Yes. But how? How to make sure my applications are good enough shape to serve my business services to users within SLA margins? Notice – I didn’t say: for 99%. I said: good enough. So people using them stay productive. Can do work they’re paid for. On time. Good enough. Does such a KPI exist? If yes, then how to measure it? Well, every technology has another methodology to measure performance. But does the sum of satisfactory KPIs equal to end user satisfaction? What if he complains? Will you say: it works for me?

BSM puts priority to services you offer. That’s what count. Is the client happy? Does he or she have any reason to complain about not met SLA conditions? Is he or she stuck? Does your infrastructure offer any redundancy? Have you started using it? How much are you reactive vs. proactive and how long has your application’s time to recovery been recently? How much have your application’s outages fit into allowed maintenance windows recently?

No wonders – the miracles won’t happen, you won’t be 100% ready in 100% cases. But then – can you explain what happened, present a recovery plan or a solution or an improvement to avoid issues in future?

Can you do all of that? Can you do that with one tool? One UI at least? Do you maintain your service or application model up to date to know its gaps and weaknesses? Do you have your event catalog? An overall outage report? Not resource oriented but the whole service oriented? Are you service oriented? Are you productive yourself in learning about status of your service you’re responsible for?

This is BSM. It might be referred to as an APM in some cases. Whatever you call it: it needs to address your use cases but since there’s no magical way to put all service dependencies together but by creating a service model – you need one. You need a template in case your model is something repeatable to use. You need to spend some time on bringing one to life. And find a way to keep it up to date, so it works for you, it informs you of all aspects of your applications quick and precise. So you stay productive.


One Response to “BSM and productivity”

  1. Outstanding Experience!

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