So the journey continues, after 3 days of Service Support I now have a good appreciation of what a Cofiguration Management Database (CMDB) can provide. In its self it has some capabilities but when in concert with Incident, Problem, Change and Release Management it really startes to shine.
I am currently working on a piece of work where we are writing into the document the requirements of an incumbant to utilse ITIL practices. The document is still in draft and reference to having to provide the services of a CMDB were islands in the documents. After completing the 3 days I now fully appreciate that the power of the CMDB is the component parts that are connect to it.
When an Incident is rasied which indicates an interuption or reduction in service, the important part is its association to a Configuration Item (CI). This is where the picture starts and provides the colour to each CI. As an incident is processed and moved through the process the CI is constantly updated with the progress. At the completion of the Incident there will be more colours added from Problem Management, Change Management and Release Management. The end result could be quite a colourful picture, but the real depth comes with the time as more Incidents are submitted. Layer upon layer can be added of tone and colour. Like the old masters of art until you can see the full picutre and are able to appreciate all the colours.
Over time the CMDB becomes quite a powerful agent, providing trend details and information across all the CIs in the CMDB. This in turn then empowers the Service Desk to be more proactive in their goal to reduce Incidents and provide constant improvement over time.
No comments:
Post a Comment