Challenges in SACM
Service Asset and Configuration Management can be one of the most difficult disciplines to introduce. Although it underpins virtually every aspect of Service Management, it is perceived as having little direct value itself. The following challenges are very common:
• Persuading technical support staff of the value of SACM because they may see it as a hindrance.
• Funding of SACM, because it is not visible to the business.
• Over-engineering and collecting too much data: getting the balance between what can be recorded and what needs to be.
• The CMS can become out of date as CIs are moved or changes are made. An out-of-date CMS is actually very dangerous since incorrect decisions can be made on the basis of the information.
Metrics used in SACM
Most of the metrics that indicate successful Configuration Management are actually seen in other processes. Some of the key ones are:
• The ratio of used licenses to paid for licenses (this should be close to 1 : 1)
• Accuracy in budgets and charges for the assets used by each customer or business unit
• The percentage reduction in business impact of outages and Incidents caused by poor Asset and Configuration Management
• The reduction in the use of unauthorized hardware and software, and in non-standard and variant builds that increase complexity, support costs and risk to the business services.
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