If there is a Holy Grail in IT Service Management (ITSM), it might well be a situation in which an administrator can obtain any piece of information about any corporate IT device, including its current location, owner, dependencies, usage and history at the touch of a button. This simple proposition, immensely complex in practice, is fast becoming a reality as a result of pressing management concerns surrounding risk, cost and regulation. This paper considers the history and current status of change and configuration management, the terms most often associated with the discovery, monitoring and modelling of IT device and application statuses and interactions.
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