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Configuration Management: Expert guidance for IT service managers and practitioners - Revised by David Norfolk, Shirley Lacy

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3 JUDGING THE VALUE OF CMDB/CMS

OBJECTIVES

The objectives of this chapter are to identify and prioritise the value of a CMDB/CMS for its key stakeholders.

SUMMARY

This chapter documents the value that practitioners expect from their CMS (based both on an ongoing external survey and facilitated delegate discussion) and shows that the anticipated benefits are largely in line with those predicted by ITIL and are measurable. Nevertheless, they are of a kind where it can be hard to calculate a formal return on investment.

A rich list of possible stakeholders who might see this value was documented and the organisational structures in which CMS relates to these stakeholders was reported. The value to the senior management team was explored in some ...

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