Somebody help me: what is the point of standalone CMDB tools?
Can somebody please explain how a stand-alone CMDB supports Incident and Problem and Change management if it is not integral to the Service Desk. How do incidents and changes get linked to a CI? In my simplistic little skeptical world it seems to me that you either pay your service desk vendor to provide an integrated solution or you spend a fortune doing the code-level integration yourself.
(This question arose from a recent discussion on another thread)
Readers will be aware I am no fan of technology, but there are some core things that can and should be automated. These are:
a) an incident ticket is linked to a CI (or asset)
b) a change ticket is linked to a CI (or asset)
c) [in ITIL 3 speak:] a request ticket can be linked to a CI (or asset)
and either integrated with this or on a separate technology island:
d) SLAs are defined against CIs
e) current status is reported for a CI (or ...)
f) availability/performnce SLOs are tracked, reported and alerted
So my questions are:
1) How does a standalone CMDB provide this capability to a service desk tool and a systems management tool in a cost-defensible (i.e. business-pragmatic) manner?
2) given that 95% of service desk tools can do a-c and systems managment tools do d-f now, why would you replace or duplicate their existing "CMDB" capability? (cost-defensible business reasons not idealistic technical ones please)
In the case where an organisation is operating effectively with their current change and help desk systems then what do they want new technology for? We reengineer process when the current process is deficient or we want to raise the maturity of the current process. And if they have current change and help desk systems then they almost always have the startings of a CMDB in those systems, so why would they want to introduce an entirely duplicate technology just because it is "better".
It isn't the guy with the best tools who wins, it is the guy who operates with more effectiveness and efficiency than his competitors. Tools never ever deliver that, process does. Tools help process. I think these stand-alone CMDB tools are pitching a technology solution to a process problem.
In an ideal world we will all use a CMDB that OOTB integrates with all service desks and systems managers and we will merrily plug and play. I hope I live to see it. Right now we have a job to do with somebody else's money.