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ITIL :: View topic - Incident Management and CMDB
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Incident Management and CMDB

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PostPosted: Tue Nov 29, 2005 11:23 am    Post subject: Incident Management and CMDB Reply with quote

Does anyone know of a white paper that discusses the importance of an up to date CMDB for the Incident Management process? Thank you very much.

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Joined: Jan 30, 2006
Posts: 5
Location: TX

PostPosted: Tue Jan 31, 2006 8:59 am    Post subject: Reply with quote

I was looking for a best practice on keeping our CMDB up to date, and therefore valid, when I came across your post. Are you trying to convince someone else or yourself?

If you are just thinking it over yourself then you should consider why you wanted the CMDB in the first place. If you don't have current information in it then no one will use it, it will provide erroneous information, it will not give you the return you need to make an ROI. The incident mangement process should feed on and feed into the CDMB. When you have an incident, let's just say it came in through the help desk, how will the help desk work through the incident without current information? As you take the incident and it (potentially) evolves through the process to a known problem what good is that if it is no longer current.

I have no personal interest in BMC, but they have a number of white papers on CMDB's... you might want to start there. If you have a professional connection to Gartner, they have done some as well.

Hope this gets you started in the right direction. Smile
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