HP's Customer's Speak: Five Steps to Successful CMDB
Step 4: Deliver Business-Actionable Information to Meet Your Business Priorities
In addition to visualization and mapping, your CMDB should transform data into comprehensible, actionable information that helps answer critical questions and solve business problems. Your business priorities may include business service management, IT service management, or change management.
Below are summaries of three major initiatives and the corresponding role of the CMDB:
- Business Service Management: The CMDB provides valuable insight into the relationship of business services, such as order entry to fulfillment, and the underlying infrastructure components for better prioritization and faster resolution of business critical incidents.
- IT Service Management: Help desk analysts and support professionals are tasked with prioritizing tickets, routing incidents and problems to the right teams, and proactively communicating with end users the impact of an issue. By providing accurate data on business service definitions and relationships between CIs, CMDBs provide an invaluable asset to help desk personnel.
- Change Management: It is best to start with a broad discovery of CIs and relationships so that Change Advisory Boards (CABs) can get a handle on the business risk and impact of proposed changes to fully justify an investment in this solution.
Step 5: Enrich the CMDB to Support New Initiatives
Achieving success in the CMDB supported initiative provides several key benefits. Demonstrable return on investment from the initial solution provides IT organizations with the justification for additional investments in other solutions. Secondly, as more organizations within the enterprise may be inclined to support new solutions that leverage the CMDB, a nearly continuous improvement cycle is developed.
By following these five steps, IT organizations can federate and reconcile data from existing repositories and other CMDBs and proactively analyze the business impact of change. This allows IT professionals to play on that old adage, see the forest and the trees, or understand todays technology landscape while still satisfying the demands placed on them. Seeing the bigger picture is essential to achieve success.
Mahesh Kumar is an ITIL certified CMDB expert with more than 15 years of industry experience. In his current role, Kumar leads product evangelism for HP Universal CMDB and collaborates on Business Service Management, ITSM, and SOA initiatives. Prior to HP, Kumar held management roles at IBM, Kontiki (Verisign), Opsware, and Autodesk.