The All-Digital Era Requires An Application Ecosystem

For the past 10 years, infrastructure and operations (I&O) pros have considered the configuration management database (CMDB) and configuration management system (CMS) to be the linchpins of service management. But the CMS is a management tool for business services and was created at a time when I&O pros built and run infrastructure on-premises and an end user device meant a laptop or desktop running Microsoft Windows. In the age of the customer, where you must tie together systems of record and systems of engagement to optimize customer experiences and business outcomes, the CMS must have an expanded role: It must facilitate the evolution of systems of record and their integration with systems of engagement. This report tells I&O pros how they can build a CMS and expand it into an application ecosystem as a service information system (SIS).