Curiosity is a powerful force, capable of pushing us to seek answers and question certainties. This approach is crucial in IT, where complex environments and interdependencies between infrastructure, datasets and applications make it difficult to pinpoint the cause of failures. An emblematic story for understanding the importance of investigating thoroughly is that of the Lincoln Memorial in Washington, DC.
As mentioned in this post, the Lincoln Memorial, one of the most visited monuments in the United States, had faced a serious problem: the deterioration of its stone cladding over the years Despite continuous maintenance work, the situation seemed without solution until it was decided to undertake a thorough investigation discover the real cause of the problem.
Surprisingly, the root of the Issue was a gnat just 3 millimeters in size. A seemingly insignificant element had triggered a chain reaction: the gnats, recalled by the powerful floodlights illuminating the structure, attracted spiders, which in turn attracted the birds, whose droppings required the use of harsh chemicals damaged the structure.
In the end, the solution turned out to be simple but effective: delay turning on the lights for 30 minutes after sunset and turn them off 30 minutes before sunrise. This intervention reduced the presence of insects by 90%. As a result, fewer insects led to fewer spiders, fewer birds, and less droppings. This reduced high-pressure washing, thus decreasing the deterioration of the stone. In addition, energy savings were significant, and tourists continued to enjoy the beauty of the Lincoln Memorial.
This example illustrates how critical it is to understand and analyze cause-and-effect relationships in complex systems. An approach that is equally valid for IT service management, where often a seemingly trivial change, such as changing a comma within a configuration, can have significant repercussions on the operation of services and block/limit their operation.
It is precisely the lack of visibility into the interdependencies between various IT assets IT that makes it difficult to anticipate and manage the consequences of these changes.
The Configuration Management Database (CMDB) is the starting point for analyzing these scenarios. Through ITIL best practices and the tools it provides us with, such as Service Dependency Mapping, it is possible to organize services into maps that show the impact of a single component on the system. However, the effectiveness of the CMDB depends on the quality and timeliness of the data. Outdated or incomplete data undermine the ability to make quick and informed decisions.
For this reason the technologies available to automate data discovery, updating, and organization are becoming increasingly essential. Service mapping solutions such as Service mapping solutions such as those of our partner IVANTI already on the market can overcome the difficulties associated with manually updating data, ensuring greater frequency and accuracy. In addition, the advantage of being able to use them in a visual format makes the data easily readable at multiple levels even outside of IT.
However, adopting service mapping technologies does not mean simply pushing a button. Careful consideration must be given to aspects such as the extent of data collection, integration with tools already in the enterprise, prevention of the lock-in effect, and overall costs. These considerations require a strategic vision that goes beyond simple technology implementation. We discussed this in this in-depth e in a dedicated webinar (in Italian).
Another crucial aspect is the balance between service delivery conditions and user expectations. Returning to the case of the Lincoln Memorial, visitors complained about poor lighting after the delay in turning on the lights. Similarly, in IT it is necessary to ask: Is the service delivered as it should be? More importantly, is it delivered in the way that is useful to users and business?
Avere Having visibility into asset interdependencies is critical, but keep in mind that limiting oneself to the discovery of service-related IT assets-as useful as it is to manage them- can lead to a fragmented view of IT services. There is, in fact, more focus on technical aspects than on overall service strategy.
Without strategic alignment, which can only be there with an an upstream definition of the service catalog (in line with business objectives), there is a risk ofinvesting resources in the maintenance of assets that do not contribute significantly to business value and/or managing change with greater difficulty.
That is why we always recommend that Service Mapping technologies di Service Mapping be placed at the service of the Service Catalog so that governance is always able to translate into concrete practices and effective tools in-depth discussion. this in-depth.
The Lincoln Memorial case teaches us that we need to go beyond the surface to get the “real” big picture. A lesson that, in IT, can mean the difference between effective management and chaos.
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