Gartner Research

4 Steps to Improve IT Service View CMDB Data Quality

Published: 04 January 2018

ID: G00341988

Analyst(s): Roger Williams , Kenneth Gonzalez , Victoria Barber , Douglas Laney

Summary

Inaccurate configuration item data in an IT service view CMDB can delay incident resolution and degrade change quality. I&O leaders must address data ownership, data model scope, systems of record and IT change management gaps to sustainably improve configuration item data quality.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Address Gaps in IT Asset Data Oversight
    • Recommendations
  • Reduce the Scope of CI Data Models
    • Recommendations
  • Select Which Data Sources to Use for ITSM Activities
    • Recommendations
  • Use IT Change Management to Improve CI Record Data
    • Recommendations

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