IT Service Management (ITSM)
It is far more difficult to develop processes that are simple, well understood, and easily followed than to define processes that simply meet basic requirements.
The Configuration Management Database is the foundation of an Information Technology Service Management (ITSM) enterprise solution. Many organizations do not have a formal or rigorously maintained Configuration Management Database (CMDB), or their CMDB data is incomplete, inaccurate, or out of date. A CMDB that contains incomplete or inaccurate configuration items (CIs) and asset data can render the IT Service Management function ineffective. The absence of a centralized definitive source of reliable and accurate CI and asset data can result in many problems.
Defining, implementing, managing, and measuring the quality and performance of enterprise services in a multi-vendor government environment can be a challenge. In the absence of well-defined services and agreed-upon service levels with clearly identified service dependencies and owners, service providers will typically blame one another for degradations in service and missed Service Level Agreements (SLAs).