1. Introduction

Part of the BSM manual — see also 2. What's New, 3. Scope, 4. Setup, 5.1 How to use, 5.2 Business Services, 5.3 Application Services, 5.4 Service Map, 5.5 RACI Matrix, 5.6 RACI summaries, 6. Troubleshooting.

1.1 What BSM does

BSM (Business Service Manager) lets you model the services your organisation delivers or depends on, and see how they connect to the assets that support them. It introduces two new record types — Business Services and Application Services — and a Service Map that draws the live dependency chain between them and the GLPI assets underneath, so an incident on a piece of hardware or software can be traced up to the business service it ultimately affects.

1.2 Pain points it addresses

GLPI tracks individual assets well, but it has no native way to answer "which business services does this server actually support, and who is accountable for them?" BSM fills that gap: it adds a business layer above the asset inventory, records who is Responsible, Accountable, Consulted and Informed (RACI) for each service, and renders the dependency chain as a diagram so the impact of a change or an outage is visible at a glance instead of having to be pieced together from tickets and institutional memory.

1.3 Features

• Business Services and Application Services as first-class GLPI records, each classified by type and scope.
• A RACI Matrix page giving one sortable, filterable, read-only view of every service's Responsible/Accountable/Consulted/Informed assignments across the whole organisation.
• A "Service RACI" tab on every Business Service and Application Service, recapping that one service's own actors with a link straight to its row on the Matrix.

"My RACI" and "RACI (as actor)" tabs on a user's own Preferences, and on a User, Group or Supplier record, showing every service that person, team or supplier is an actor for and why. A Service Map diagram showing how Business Services, Application Services and the GLPI assets under them connect, with grouping, a legend and a fullscreen mode. Configurable settings for which asset types feed the map, how those types are grouped into tiers, and how the map's canvas behaves (layout, zoom sensitivity, summary thresholds). A "Copy actors from Business Service" button on an Application Service's form that fills in its empty Responsible/Accountable fields from the Business Service it's linked to, saving the same actors from being typed in twice.

Generated for BSM 0.21.0-beta.1 on GLPI 11.0.8 — 2026-09-13.