A Guide for Service Support Managers and Configuration Managers

Service Operation:

Service operation make sure that your clients have access to suitable IT services that support the business processes. Service operation also make sure reliable working of the IT organization upon which the business depends. With an active and precise CMDB, you can significantly improve service operation.
Service operations are more impact oriented when they have precise component-level statistics. However, these operations need access to data produced in many places and processes within IT. Combining all of this facts in a single CMDB allows quicker resolution of problems, better attainment rates for changes, and lesser unplanned service disruption. You’ll likely have satisfied clients, as you’re more likely to attain better service levels, and you’ll also decrease the manual work necessary to repeatedly hunt down module level information.
Many service operation practices cannot prosper without precise structural information. However, this facts are created in a wide range of places and processes within IT. Combining all of the data in a single CMDB allows organizational-level capacity and availability management, continuity and risk planning, and improved complete business management of IT assets. You also can more efficiently use limited IT resources to increase service levels and service quality. As a result, you can spend less on IT back-office processes and more on new tactical initiatives to better provide services.

Service Desk

The service desk is an important part of your service operation plan, because it shows your IT organization’s face to the client. Service operation developments help you provide better-value service, allowing reliable accessibility of the applications that clients want and more instantaneous response time to any service disruptions if they occur. Without configuration management, these service operation tasks cost higher and provide less worth since you must continue the steps to implore or search for module information.
Configuration management (CM) is an organizational business process for creating and retaining constancy of a product's performance, operational and physical characteristics with its requirements, design and working statistics during the course of its life.

Configuration Management Process

The key accomplishments involved in Configuration Management are:
  • Planning: To regulate the goals and policies of Configuration Management
  • Classification and Recording: The CIs have to be documented as per the agreed upon possibility, depth and naming standards
  • Monitoring and Control: The CMDB must be checked to guarantee that all official constituents are properly logged and know their present status
  • Performing audits: To confirm that the data stored in the CMDB maps with the real structure of the group's IT structure
  • Preparing reports: To measure the working of Configuration Management and deliver vitally significant statistics to other areas of IT organization
  • CM, when practiced over the life cycle of a process, offers visibility and control of its working, operational and physical characteristics

CM verifies that a system works as planned, and is recognized and presented in adequate detail to support its probable life cycle. The CM process enables systematic supervision of system information and system changes for such useful purposes as to increase ability; increase performance, consistency, or maintainability; prolong life; cut cost; decrease risk and obligation, or correct flaws.

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Arunavo Banerjee