Implementing a CMS - First Steps
National Australia Group
The Beginning of Our Journey
A Configuration Management System (CMS) is crucial for the successful management of IT services, infrastructure and assets. Without it, important service decisions can and will be flawed.
The foundation of any CMS is the accuracy and availability of the source data and maintaining this accuracy and availability can be a difficult and challenging task. Multiple data sources and an ever changing environment contribute greatly to this challenge.
The CMS employed by National Australia Group (NAG) did assist the Service Management teams with their day to day decisions. However, the ever increasing complexity of infrastructure and services, a high dependency on people - subject matter experts and manual processes - for the data input and little, if any, integration between various inputs meant that our CMS was, at best, inefficient, at worst, inaccurate.
This is the story of the first steps taken to address the above.