Home > ITIL the Elephant in the room > No CMDB? How Did We End Up Like This???

No CMDB? How Did We End Up Like This???

So if you’re read our earlier post: https://itilosaurus.wordpress.com/2012/03/02/the-cmdb-whats-not-to-love/ the rest of this post will make sense.

It’s 2012. In our collective companies we all have VLANs, ESX’s, Load Balancers, SANs, WAN Accelerators, distributed Cache-ing etc. Each of our respective employers has outsourced its telecommunications infrastructure. We also use a range of approaches to ‘core infrastructure’ management; either outsourcing to third party [2 and 3 Letter Acronym vendors] or have off-shored our event management to lower cost regions. Most of our companies have some level of Cloud services (either in production or for development and test). We all have the goal of running a homogeneously managed hybrid service delivery infrastructure.

We have all tried to use ITIL principles and the CMDB as the core to our Service offerings.

We have all failed to return value on our investment in the CMDB. Read this: He is Right…

http://www.itskeptic.org/itil-cmdb-skeptic

But why is he right?

A Service Management History Lesson.

The sad thing is that ITIL’s rise has corresponded with a lack of innovation from IT Service Management Software Vendors.

This is all driven by Four Coincident Forces.

Force Number One: IBM Tivoli Netcool, CA, BMC, HP and EMC. Since the late 1990’s these behemoths have swallowed all the original innovators in the IT Service Management market and they have failed to continue to innovate.

Force Number Two: At the turn of the 21st century we had the dotCOM crash which left Venture money no longer willing to fund Enterprise software and consequently no money to fund new innovations in the IT Service Management arena.

Force Number Three: The deskilling of the IT Operations department. It started with “collective support Silos”, where staff have had their expertise narrowed resulting in a neutered support which has no concept of the services being delivered by their silo, no concept of the impact of changes and no knowledge of their relationship with other infrastructure silos (the CMDB was supposed to automate that!).

Force Number Four. The Demand Infrastructure Transformation. Since the year 2000 just look at the philosophical changes and technological innovations that have been introduced:

  1. The “Service” culture
  2. On-demand capacity
  3. Distributed Compute
  4. Virtualization
  5. The Amorphous Network
  6. Cloud
  7. Peer-to-Peer
  8. etc…

The result of Force One: A gradual increase in the ‘custom services’ offered to overcome the limitations of the technologies they offer (and ramp up their revenues and our dependencies upon them and their technology).

The result of Force Two: Service Management tools which are incapable of delivering upon our management requirements.

The result of Force Three: IT Operations run by accountants and non-technical people. (Who become reliant on the expertise of the vendor, who is used to validate [make] decisions on management software and services procurement…the Fox in the Chicken Coup?).

The Result of Force Four: An end-user customer base who perceive that they can have what they want when they want it but who end up with a second rate experience.

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