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Configuration Management: Expert guidance for IT service managers and practitioners - Revised by David Norfolk, Shirley Lacy

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5 CASE STUDY OF A CMS IMPLEMENTATION

OBJECTIVES

This chapter uses a CMDB/CMS implementation pilot to stimulate participant feedback on the issues that service providers and implementers might expect to encounter in real life.

SUMMARY

Delegates discussed the business drivers and the incremental approach used for a pilot implementation of a CMDB/CMS in the media industry. The implementation uses a commercial toolset to support the population and maintenance of the CMDB/CMS. The organisation’s reporting and monitoring capabilities, in respect of its business and IT services, improve as a result.

Delegates discussed ‘What is the value and return on investment proposition for a CMDB/CMS?’ Delegates thought that maintenance of ‘availability’ is a key ...

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