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Re: Maximizing Service Desk value = Integration

airplane game

great post, i like this site.

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airplane game

airplane game

great post, i like this site.


Chuck, I think your article hits a couple of extremely important points when it comes down to service lifecycle management and integration. I had an interesting discussion the other day at the HP EMEA customer forum. The point was made about configuration management. Now, as IT finally really is getting service oriented, also enabled by the cloud, configuration management is regaining importance.

Whether one looks at Asset Management, at understanding change impact on services, or at doing problem analysis - this list could be continued endlessly - all processes, workflows, tasks and involved people need to rely on the right shared data.

In the end this leads to integration between your configuration management data and all other involved tools. The more one leverages this data, and the more you integrate with this data, the more value you get out of it. 


Michael, Having just got back from HDI, I have a few more thoughts here. I continue to see incident, problem, and change as the most common processes implemented. Automation complementing any of these is definitely interesting, but still fairly new. A broad interpretation of catalog continues to be a hot topic whether implemented now or strategizing for the future. In most cases catalog goes along with self-service and more automated request fulfillment/management. This is a hot area for integration - touching asset management, configuration management, supporting systems (procurement), cloud service automation - regardless of where it is sourced, ...


And I fully agree on your configuration management / data comments above.



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