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Advisory Note: Effect of CMDB Initiatives on Service Level Management Deployment
Enterprise Management Associates, June 2007, Pages: 3
In March 2007, EMA conducted a web-based survey about current user and vendor practices in service level management (SLM). Fifty-seven end-user respondents hailing from a range of vertical industries participated in the survey, with most respondents representing companies with annual revenues of $20 million to over $10 billion. Represented industries include financial/accounting (18%), government (14%), utility/transportation (11%), healthcare/medical (9%), insurance (9%), manufacturing (9%), telecommunications (7%), non-technology services (5%), retail/wholesale (4%), technology service providers (2%), and others (12%). Each survey participant has plans to manage services or is already doing so.
We asked respondents to identify the service management or quality-based best practices their companies are using, selecting all models that apply (the choices being Six Sigma, ITIL, TSM, and Other). Significantly, 79% indicated they are using IT infrastructure library (ITIL) best practices—a huge number, especially considering that the next most frequently cited best practice initiative is the long-touted Six Sigma, at 16%. (Fourteen percent identified a smattering of other initiatives, including CoBIT, CMMI, Lean, and ISO standards). The wide adoption of ITIL best practices reflects a decided shift to service-oriented initiatives, and a more explicit effort to improve IT service management (ITSM) processes.
In this report, we take a look at data concerning the configuration management database (CMDB) and how CMDB initiatives may support or detract from companies’ SLM strategies and deployment efforts. Although not exclusive to ITIL best practices, SLM is a key technology addressed by ITIL. SLM focuses on ensuring business continuity and quality deliverables across the enterprise, which typically includes managing quality of service across silos of technology. SLM addresses the quality of user experience and helps companies meet service level agreement (SLA) requirements. SLM also helps companies link IT spending and performance to the business.
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