While it is easy to auto-discover assets on a network and capture their related attributes, it is important to realize where the value is in the data. The IT Service Asset and Configuration Management (ITSACM) process as outlined in IT service management best practices asks what level of component data needs to be managed in order to more effectively facilitate and inform Incident, Release, Change and Problem Management in the business environment. The ITIL framework provides the guidelines for organizations that want to define their service management processes, but it does not provide the processes themselves. ITIL also does not take into account tool-specific capabilities that can be used to increase process efficiency.

Creating the process to define the importance of the information stored in the configuration management database (CMDB) as part of a configuration management system (CMS) adds value to the overall service knowledge management system. The CMDB should support effective and efficient service management processes by providing accurate configuration information to enable people to make accurate decisions. For example, is it appropriate to authorize a change during business hours on a particular system? The combination of the CMDB and Service Catalog would allow a Change Advisory Board (CAB) to determine if this is an appropriate action to take, assuming it is a non-emergency change.

Remember—a configuration item (CI) is any component that needs to be managed in order to deliver a service. CIs are tracked and controlled in the CMS. CIs are also more than just PCs, laptops, switches, and routers. CIs can also include (but are not limited to):

Most of us have stories where there has been a catastrophic breakdown in communication because the service maintenance processes were not clearly defined. It is important to involve internal stakeholders and external partners to help organizations achieve defined goals, improve processes, and align with the ITIL framework. At the end of the day, it is important that the entire organization focuses together to ensure that the effort involved in building a CMDB will drive efficiency and effectiveness in achieving established goals and will deliver value to the bottom line of the business.