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

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7 SERVICE MANAGEMENT REQUIREMENTS FOR A CMDB/CMS

OBJECTIVES

The objectives of this chapter are to present an approach to determining the service management requirements for a CMDB/CMS and to identify the common requirements for service management met in practice.

SUMMARY

A wide range of stakeholders across an organisation have requirements for the CMS and these requirements should be gathered from all of them. It is suggested that a requirements clarification approach, built around structured use case workshops, will be most fruitful. A list of generic requirements is provided and the issues around gathering requirements are discussed.

SERVICE MANAGEMENT REQUIREMENTS FOR A CMDB/CMS

‘Requirements’ can be defined as being a formal statement of ...

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