Chapter 10: Enjoy the Fruits of Success
... "You want the incentives to encourage activities that result in customer satisfaction. Customers want improved services, not better firefighters." ...
Chapter 7: The Future of the CMS
... "The CMS model helps to bridge the boundary between the services delivered by the business; Business Service Catalog; and the enabling services provided by the IT Organization; IT Service Catalog; that allow corporations to operate." ...
Chapter 8: Continual Service Improvement
... " Each rotation through the cycle leads to ever increasing health of the CMS. It is painful at first, but progress develops quickly. After several iterations of the cycle, it becomes a lifestyle, more a matter of routine operation than a burden." ...
Chapter 9: Leveraging the CMS
... "Be pragmatic and take the necessary amount of time to do it accurately. You can’t take too long because the environment changes while you’re designing it, but also don’t rush into it and do it wrong." ...
Chapter 9: Summary
... "Leveraging the CMS is more of an exercise in navigating an immense amount of data and identifying only those pieces that are actionable for you. They may have little meaning to others, but to you, the specifics of each element and its interrelationship with other elements is what defines value for you." ...
Chapter 4: Summary
... "The truly useful objects in the CMS are abstractions of the raw data, built using web-based metadata and object-oriented modeling technologies." ...
Chapter 7: Summary
... "The technologies comprising the CMS are developing quickly over the next few years, but more importantly, the technology and business drivers that require the CMS are also evolving. These latter developments threaten to shatter IT as we have known it." ...
Chapter 1: Summary
… “We can no longer tell our business partners to just believe us because we are the technology experts. We must adapt to the service and process oriented world that is upon us.” …
Chapter 2: Summary
... "The CMDB is bound by the limitations imposed on it by rampant misinformation. Although we dislike the term, the CMDB’s woes are more a product of culture than definition." ...
Chapter 3: Summary
... "You need to have a strategy , a very clear vision on where you are going and a strong resolve to keep the initiative on track towards that vision despite the opposition." ...
The Authors
