CMDB
Call it the “tail wagging the dog” but as I already indicated in my previous blog, cloud computing seems to be surprisingly good for service management -- both in terms of technology adoption and in terms of political and process-related transformation. This includes technologies like CMDB/CMS, IT Process Automation, User Experience Management and SLM, as well as integrated service desk and chargeback accounting – among other “bellwether technologies” – or technologies that reflect more advanced organizational and process readiness.
Sometimes… OK most of the time … the terms and words we use for “things” in service management are in themselves landmines.
One of the worst culprits is of course the term “CMDB” which I like to compare to "The Holy Roman Empire" – which as H.G. Wells pointed out was neither "holy" nor "Roman" nor an "Empire". Well, the CMDB is not about anyone but ITIL’s definition of "configuration management" and in the end, it isn’t, or shouldn’t be, understood as a physical database, either.
I thought it might be nice to set the stage for what I mean by “MegaTrend” and more importantly, what this blog might be about ...
Just for starters let’s look at the three most immediately affiliated terms or acronyms: Business Service Management (BSM), automation and CMDB/CMS.
BSM is all about managing services. Services are made up of hardware and software. Let’s trace the service backward from the human.
Kathy is the human, she interacts with her computer and the software she is using. For this example, let us use a browser based application. Browser talks to the application server over a network and that server typically talks to a backend, like a database, over a network.
EMA Vice President Dennis Drogseth speaks frankly about the BSM Service Impact Radar.
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