This paper outlines the definitions of Business Service Management (BSM), and their potential impact on a business. During the investigation, the author assisted in the implementation of a business service management software called Vantage Service Manager by Compuware. The system was implemented in a health care organization with the development of proof of concept dashboards for BSM. As a result of the project, several dashboards for monitoring the performance of an emergency department were developed. The dashboards represent the impact of BSM on a business as they display the performance of a business process through linking all of the components that make up said business process.

Recommended Citation: Hernandez M., Reinicke B., Simmonds D., Janicki T., Cloud A., (2009). Determining Improvements to IT Systems through Business Service Management while Calculating, Through Time Savings (or Fractional Employee Reduction), the Business Value of IT Investments. UNCW MS CSIS Proceedings. V. 3 , N. 7 .