Between the Bazaar and the Cathedral: Where ITIL, Business Service Management, and Open Source Converge

Many IT organizations are already taking advantage of the promise of open source software to reduce costs, deploying it alongside traditional proprietary software. Like all IT organizations, those deploying open source software are under considerable pressure to meet the challenge of improving service delivery, while simultaneously cutting costs. Many are turning to ITIL to meet the challenge. The problem is that open source solutions for service management have not matured to the level of proprietary solutions, let alone to the level of BSM solutions that support ITIL. By selecting the right BSM solutions and the right solutions vendor, IT organizations can put in place a single, holistic BSM approach that encompasses both traditional and open source IT infrastructure components.