Core BSM concepts
Business service: end-user-facing services (such as ordering and email). Service tier: defines critical business services and their priority. Service impact: how much business is affected by an outage. Service health: a composite view of availability.
Business service mapping
Service topology: complete dependency chain from app to infrastructure. Impact analysis: which services are affected when a component fails. Prioritization: allocate operations resources by business importance. Key advantages: an IT view from the business lens, outage-impact assessment, priority-driven alerts, and quantifiable ROI.