While customers directly benefit from incident management and BRM, the IT service desk gets advantages from optimized configuration management. Since companies hardly use the collected data on configuration, nobody acknowledges the hard work. In this article at Optimal Service Management, Stuart Rance shares three configuration management tips to optimize the IT service desk.
How to Configure Service Desk
Configuration management is a costly assignment, and many companies fail to realize benefits. While some of them use the collected data for audits, others are unable to leverage the same. Here are the three ways you can optimize IT service desk with configuration management:
The Traditional Approach by ITSM: Tools collect data and store them in configuration management databases or CMDBs based on the conventional ITSM technique. Organizations receive reports regarding incidents, issues, and change requests. Conducting frequent audits allows the IT service desk to figure out if the data they are accumulating is relevant. For anomalies, proper examinations take place and employees solve the issues. The catch is that data become obsolete after a while and tools may gather the information that is too technical for general use. If employees shift to different departments and roles, the newly appointed resources cannot understand and utilize the functions of components or data.
Gathering Data Based on Requirements: It takes time and effort to accumulate data on configuration management. So, collect information only when you need it. It reduces your overhead costs and waste of data storage space. Nonetheless, you must have easy access to that data whenever you require it. For example, all the laptops with software licenses should be linked to getting accurate license counts.
Using the Data for Component Creation: Use the configuration management data like software. Plan and evaluate the changes you make to the information. Based on that, the code repository automates the component building process. Infrastructure as code utilizes this method to build virtual servers, databases, and networking modules.
Make a Blended Approach:
While all the three configuration management methods have worked for companies, blend them all to optimize your IT service desk. Discuss with your team members and conduct intradepartmental dialogs to understand the best way. According to Rance, your solutions should answer the following questions:
- Who needs configuration data?
- What do they use it for?
- What data do they need?
- When do they need it?
- How accurate does it need to be?
- How easy is it to collect the data when it is needed?
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