Common Uses of a CMDB
You may be wondering why this data is so important to track. Once the CMDB is created, it becomes useful to the entire organization in a variety of ways. Imagine an end user is having a problem printing from their computer. They call the IT service desk and ask for assistance. In order for the technician to aid the end user, they need information about the computer that the end user may not be able to easily provide, such as IP address. A CMDB provides the IT technician with all of the end user’s computer details in order to troubleshoot the problem. The technician will have visibility into not only the end user’s computer attributes, but also the connected printers. They will be able to easily diagnose the problem and get the end user back to work.
In order to improve productivity and streamline IT service delivery, medium to enterprise size businesses and government organizations that have growing dependencies on IT services are encouraged to use a CMDB. The complexities of today’s large scale and global businesses which deal with mobility, multiple locations, thousands of data and metadata points, and virtual capabilities make the institution of a CMDB an important feature for overall ITSM. Those involved in developing and managing the CMDB include:
- IT technicians
- Chief Technology Officer (CTO)
- Chief Information Officer (CIO)
- Configuration item data providers such as IT and procurement personnel
A CMDB acts as a credible and reliable source of information for the tracking, configuration, and relationships of the CIs across the IT service infrastructure. As such, it is used by a diverse group of users including: asset managers, security, performance, availability, and compliance personnel, executives, middle management, and IT support technicians. The CMDB supports proactive Problem, Incident, and Change Management, as well as release management functions. Furthermore, the CMDB is used to provide business intelligence that supports informed decisions about infrastructure including software implementation, hardware builds, scaling, and capital equipment upgrades.