In an ideal world, everyone would follow procedures when changes are to be made to an IT or facilities asset. Unfortunately, this is not always the case. Changes are frequently made without the proper authorization and without following the proper process. An asset management system will be unaware of these changes because they were never entered into the system. The authors of The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps note that, “Organizations which implement automated change auditing are usually alarmed to see how many changes are being made ‘under the radar’.”
It is important to understand the importance of change management in reducing mean time to repair (MTTR) and increasing availability. There are three components which make up MTTR:
Reducing any of these three areas – recognition, diagnosis and resolution – reduces the mean time to repair. A manual asset management system can do very little to reduce time spent in any of these areas.
RAMP DCIM’s real-time monitoring capabilities can reduce the time required to recognize a problem has occurred. More importantly, RAMP DCIM’s automated change management greatly reduces the time required to diagnose the cause of the problem. Studies have found that 80% of outages are due to a change and that 80% of the MTTR is trying to determine what changed. By reviewing a log of changes, problem managers can recommend a fix to the problem over 80% of the time, with a first fix rate of over 90%.
Let’s see how this works in practice. The trouble desk is alerted that applications on server hyper-v are no longer accessible through the network. RAMP DCIM’s automated change management allows the problem manager to scan the change log for hyper-v. He can see that the server was moved from port g19 to port g20 on the Dell PowerConnect switch. This is likely the cause of the problem. In mere minutes, the problem is resolved.
RAMP DCIM automatically associates IT devices with their supporting infrastructure so you have a complete picture of changes which may have potentially caused the issue.