The Service Management Soapbox

Every decision we make in IT, indeed every decision we make in life, is based upon accurate information. There are no exceptions to this basic law of nature. Think about examples of decisions big and small, both in and out of the IT domain. None can be made with any confidence unless the right information exists.

This sums up the whole notion of configuration management. It is the process and the system of technologies that ensure the right information exists to make decisions, both automated and manual. For this reason, configuration management is the most important of all the ITIL processes. One can effectively argue that change management is equally important, as the two form the nucleus of every function we perform. If I had to choose one over the other, however, configuration gets the edge.

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