Part 1 of a 5 part series
This is a 5 part blog series discussing the value to the business that can be found within a quality, well-maintained Configuration Management Database.
Incidents are one of the most common events IT professionals deal with. We see them every day. Whether our processes are mature enough to have them funneled through a formal Service Desk, or we just have ad hoc monitors and unhappy administrators walking around with pagers, managing outages and degraded service is what most people think IT does. And it's not far from the truth. Almost any other function or role in the Service Operation phase of the ITIL lifecycle can be scheduled, planned, passed off to committees and PMOs, but the pesky incident must always be dealt with in real time. And that means right now.