It’s understood that configuration management systems are useful for IT—but can you quantify that value to stakeholders or even your own organization? Michael Tainter provides this article in order to help explain just why a configuration management system is valuable to IT.
But Tainter is quick to point out that a CMS can’t stand alone in order to provide value. Indeed, it requires the support of a “well-defined process” and be integrated with the other processes within the service lifecycle. Furthermore, the author explains how understanding the fundamentals of configuration management as described in ITIL is essential in order to fully realize the benefits of a configuration management system.
A Single Part of the Puzzle
The article then discusses various parts or systems that the configuration management system uses and works alongside with in order to provide the value that IT needs. For instance, the article explains how service knowledge management systems works with the data from configuration management databases and the configuration management systems:
This component turns information into knowledge. The purpose of SKMS is to synthesize the information contained in the CMS and CMDBs, and to use it to make the right decisions related to services. To gain better understanding of this component, think about what physicist and priest William Pollard once said: “Information is a source of learning. But unless it is organized, processed and available to the right people in a format for decision making, it is a burden, not a benefit.” The SKMS interacts with the CMS to use and correlate service information. In order to effectively gain value from the SKMS, defining services and their components are the activities that will help organize information in the CMS.
The article goes on to discuss managing outages, the risks and impact information for changes, workarounds and fixes, and setting service expectations.
All of these elements are developed and enhanced by the CMS, and it’s only through the CMS. By way of example, rollout planning can utilize the CMS to flag entries that will be included in the rollout (and sharing that information with support).
Read the full article here: http://focus.forsythe.com/articles/70/5-Ways-a-Configuration-Management-System-Provides-Value