Configuration management databases (CMDBs) are one of the most important tools for your help desk team. They can aggregate all the data related to the system’s components, allowing you to gain detailed insights into performance. CMDB software is also helpful when it comes to solving incidents. There are several benefits of using the right software.
Risk Management for Deployments and Changes
When you implement or deploy something new, there is a certain risk that your team will need to manage. These changes can often have unexpected consequences, leading to service outages that can affect your business in a negative way. Your team may need to quickly come up with an emergency solution, allowing you to revert to the original state while you try to fix the change. The team will then need to work quickly to fix the interruption and ensure a functional, stable environment. You can use CMDB software to learn more about how different configuration items relate. It’s also helpful for understanding how a change can affect end users, software, and other systems. That makes it easier to implement certain strategies so you can reduce the risk of disrupting the business. Overall, it will ensure the change process goes smoothly with minimal interruptions.
You likely have some type of hardware or software data in your reports, log files, or other types of databases. It might not have any connection to other important data about the overall infrastructure. However, you can use CMDB software to find information from many existing file types. That way, your team can effectively use the data in the software, populating attribute data. You can also input information into the software about events and incidents and connect them to certain software or hardware types. You can think of CMDB software as an aggregator of all the data, where you can configure everything in one place.
Better Management of Incidents
Keeping an updated CMDB software allows your team to have an invaluable resource with helpful facts that you can use to manage incidents and other problems. When you receive an incident management ticket on your end, you can easily see if it is connected with a certain item. Your team can then use the software to find the item’s CI record to learn more about it. For example, it’s possible to learn when your company acquired the item, how long it has been in use, who supplied it, and whether there have been other incidents in the past. An incident management report is not a type of configuration item, but you can still attach reports to a CI using the CMDB software. That way, you can track these occurrences alongside the relevant items. Your team can then develop a much more in-depth understanding of the best and most expensive items.
The software can also help your IT team find problematic items that you might consider substituting or even phasing out. That way, you can prevent the same issues from happening over and over again. If your team does not keep track of these problematic items, they could stay in the organization for several years, taking up everyone’s time and costing the company money. However, if you track how problems and incidents directly relate to your IT asset classes, you can easily view the statistics on various issues. Plus, you can connect incidents to certain problematic items or practices. Then you can find the best time to upgrade hardware and software without causing unplanned downtime. This software also makes it much easier to do a root cause analysis of issues you know exist. Then you can find a better solution.