Don't Save Change for Last

As service organizations mature, and Incident and Service Request Management start to jell, executive management begins to get very interested in Service Asset and Configuration Management.  And this is a very good thing.  Knowing what assets we have and can provide service for is a powerful thing.  It can drive increased budgets and resource allocation for IT, especially when we can point directly to how much time our staff spend on various CIs that might be obsolete or completely unused.  If any of us look around, I'm sure we could find a lot of servers doing very little, if any work, but because of their age they require a great deal of resources to keep them "green" on our Event Monitors.

In ITIL, Process Improvement, Service Desk, Configuration Management, Change Management, CSI

Does Your Service Desk Know What Changed Last Night

In my career I have held almost every position in IT Service Operations one might imagine.  I have been a 1st level tech, operations manager, system engineer, even acted as a data center operations manager.  I have also seen the consequences of poor communication within IT Operations.  Service Transition without the hand-off is a major contributor to unplanned outages and confusion, which leads both IT and Business Management to lose faith in the efforts put forth by their technical staff.

In ITIL, ITSM, Process Improvement, Problem Management, Service Desk, Configuration Management, Change Management

Finding ROI in a Configuration Management Database (Part 2)

Part 2 of a 5 part series

In part 1 of this blog series, we examined why CMDBs even exist, and how Asset Intelligence can really drive the Business Value of a Configuration Management System.  Today, we'll start tackling the specific processes that can benefit from and, in turn, provide value to, a CMDB.

In ITIL, Process Improvement, Service Desk, Configuration Management, CMDB