As a service owner in a complex technical environment, it can sometimes be difficult to tell what changes and outages in upstream and downstream Configuration Items (CIs) can affect the service I support. Will that rack change in the machine room affect the hardware that my virtual machines live on? If I make a change to myMiami, will it prevent users from easily accessing Niihka or BannerWeb? What are the differences between the production and test environments that we need to know about when deploying new functionality?
A well designed Service and Configuration Management (SACM) system will give us much better transparency and visibility into the tangled web of technical dependencies that we have in our environment.
When these dependencies are more easily visible and understood, the right people can be in the room when decisions are made about the risk assessment for changes, and when support is needed to resolve incidents.
Stay tuned for more information about how the change management and service asset and configuration management processes being deployed by the Service Excellence Release 2 team impact you in whatever role you play within IT Services.