Service Intelligence: It Starts with Your CMDB

Share on linkedin
Share on facebook
Share on twitter

Because data drives effective IT management and digital transformation

Pink Elephant is a global provider of conference, consulting, and training related to IT. Jan-Willem Middelburg is the regional director for the Asian Pacific Division of Pink Elephant, based in Kuala Lumpur, Malaysia. In a post at SearchCIO.com, Jan-Willem says this: “AI in ITSM equals ‘service intelligence’ — ITSM’s next frontier.”

He also says this. “For years, IT service providers (whether insourced or outsourced) have been collecting a wealth of data about infrastructure, services and customer behavior. ITSM tools, configuration management databases and asset management tools are literally swamped with terabytes of data that can tell a great deal about the organization and the services it provides. Whereas this used to be a cost center, more and more organizations realize that ITSM functions literally sit on a wealth of information. Service intelligence is a structured attempt to unearth the value that is captured into these systems. What if you could predict the malfunction of services or identify future vulnerabilities in your IT infrastructure? Would that not be a great strategic value?”

In the same post, Jan-Willem cites an article that summarizes research from McKinsey & Company, “Achieving business impact with data.” That research discusses what McKinsey experts call the “insights value chain.”

Those experts say this. “Broadly speaking, capturing the most value from the wealth of potential data begins with excellence in identifying, capturing, and storing that data.” “The first two action areas—data collection and data refinement—comprise the tech-heavy upstream activities. This is followed by the people and process-driven downstream activities of defining and adopting actions, as well as building the tools and governance that support sustained engagement around these insights-based activities McKinsey adds that those initial steps toward turning data into valuable insights.”

Get Your CMDB Ready for Service Intelligence

So, what’s it all mean?

It means your CMDB is critical to your efforts to evolve your IT estate and its management. Because your CMDB is a primary repository of the data that drives ITSM, intelligent IT automation, service intelligence, and ultimately, the insights value chain at your business.

This means the data in your CMDB must be as accurate, complete, and up to date as possible. Which means the data sources that feed it must be all those things, too.

High-quality, high-value CMDB data starts with comprehensive, intelligently automated, reliable discovery of every critical element of your IT estate. Your chosen discovery tools and processes must also monitor your environment and immediately flag all changes to it, both authorized and suspicious.

Your discovery, IT asset management (ITAM), ITSM, IT operations management (ITOM), and cyber security solutions must all integrate seamlessly with one another. Such integration, combined with intelligent automation, give you the best chances to ensure the completeness, accuracy, and timeliness of the data feeding your CMDB.

Service intelligence is a worthwhile, achievable long-term goal. Maximizing the accuracy, completeness, and timeliness of your CMDB data is a solid first step toward that goal. It will also generate important short- and medium-term benefits, including improvement of the overall management and security of your entire IT estate.

Virima: Your Partner for CMDB Excellence

Virima solutions can automatically discover and map your critical IT resources and the interconnections that link them to one another, your applications and services, and your users. Virima solutions are easy to use and configure, and designed to work well with each other. These and other features can help you and your IT management team maximize the quality and business value of your CMDB, and build a solid foundation for service intelligence.

Register for our BrightTALK ITSM Summit webinar on “The Business Value of Intelligent IT Automation” to learn more about how IT Automation can benefit your IT environment

Summary:

Service Intelligence Starts With Your CMDB

Your CMDB is critical to your efforts to evolve your IT estate and its management. Because your CMDB is a primary repository of the data that drives ITSM, intelligent IT automation, service intelligence, and ultimately, the insights value chain at your business. This means the data in your CMDB must be as accurate, complete, and up to date as possible. Which means the data sources that feed it must be all those things, too. High-quality, high-value CMDB data starts with comprehensive, intelligently automated, reliable discovery of every critical element of your IT estate. Your chosen discovery tools and processes must also monitor your environment and immediately flag all changes to it, both authorized and suspicious. Service intelligence is a worthwhile, achievable long-term goal. Maximizing the accuracy, completeness, and timeliness of your CMDB data is a solid first step toward that goal.

Share on linkedin
Share on facebook
Share on twitter

Subscribe to Our Newsletter

More to Explore

To understand the business value of service mapping, it’s important to shift to a service delivery mindset, rather than thinking about delivering infrastructure, equipment, software, and applications. Defining services is relatively simple if thought of as the commoditization of what’s…

Service mapping - the area of configuration management that perplexes so many IT professionals, yet that which provides the highest value in Configuration Management Database (CMDB) projects. There are several major reasons IT gets stopped when it comes to service…

The world of service management has changed as technology has shifted from providing tools for administrative support to being fully embedded in the delivery of the business’ core function. There’s a world of difference between using an accounts payable system…

The Configuration Management Database (CMDB) provides a single database that contains information about the enterprise’s assets, both logical and physical. In modern service management platforms, it provides core functionality that is referenced by all of the service management practices, including…

The importance of discovery comes from what it provides to the users of the Configuration Management Data Base (CMDB): trustworthy data and greater speed to value. Without discovery, the CMDB is built by feeds and data entry, which can lead…

There is an old saying that you can’t manage something unless you can measure it. Asset discovery can provide you with accurate and up-to-date data and information about everything you use in IT. You can then develop metrics using the…

Atlanta, Mar 19, 2020 (Issuewire.com)  - Virima Technologies Inc, a provider of CMDB, Discovery, IT Asset Management and IT Service Management (ITAM & ITSM) solutions, today announced that it has recently completed its Service Organization Controls 2 (SOC 2) examination under the Statement…

The most significant ServiceNow CMDB best practice is having a system with data you can trust.  ServiceNow will tell you that your stakeholders will tell you that and IT service management (ITSM) professionals will tell you that.  Achieving high-quality configuration…

CMDB - configuration management database - value potential is undisputed, you need to be careful and not blindly jump into implementation without having a clear plan in place about how this powerful tool will be used within your organization.  Here…

The past decade has introduced a tremendous change in the IT industry.  If you were to compare your IT ecosystem today with how it was ten years ago, you would likely find it hard even to recognize that you’re looking…