Business Services

FBA provides a wide range of Business Services from general and specialised services. Business Service is an approach used to manage business IT services. BS promotes a customer-centric and business-focused approach to Service Management, aligning business objectives with IT or ICT from strategy through to operations. A Business Service approach is most commonly applied in an Information and communications technology (ICT) environment, positioned above IT Service Management (ITSM) (which is often exercised according to guidance such as ITIL). BS is distinctive in ensuring that business and customer objectives provide an input which is considered when defining the IT Service Management approach and the business services to be offered by the IT Service Provide (whether an internal IT department or an external service provider).

Business Services are delivered to customers, supporting their needs, sometimes through the support for a business process or directly supporting a service or product delivered to end customers. A business service may be supported by one or more IT service(s), and may consist almost entirely of IT services especially where the IT service is directly customer-facing. Examples include online banking and online shopping.

A Business Service approach can be used to understand the impact of business needs on IT Services and infrastructure, helping in the process of planning to ensure the portfolio of Business Services and IT Services aim to support these changing needs and objectives. This approach also helps to understand how technology, including incidents, changes and new developments, impact the business and customers. BSM can provide a dynamic method for linking key service components and capabilities to the goals of the business. It can help prioritize the activity and response of IT staff and service providers based on business priorities, and identify the impact and cost of service outages.