What are the emerging trends and innovations in Configuration Management in ITIL?

1 Automation and Integration

One of the major trends in CM is the adoption of automation and integration tools and techniques that can simplify and streamline the CM activities and tasks. Automation can help reduce human errors, improve efficiency, and enhance quality and consistency of the CM data and processes. For example, automation can enable discovery, identification, verification, and auditing of CIs, as well as synchronization and reconciliation of CM data across different sources and repositories. Integration can help connect and align the CM process with other ITIL processes and systems, such as Service Asset and Configuration Management (SACM), Change Management, Service Desk, and IT Service Management (ITSM) tools. For example, integration can enable seamless communication, collaboration, and coordination between the CM and Change Management teams, as well as provide a single source of truth and visibility for the CIs and their status and history.

2 Cloud and DevOps

Another major trend in CM is the adoption of cloud and DevOps practices and principles that can enable faster, more flexible, and more scalable delivery and management of IT services and assets. Cloud and DevOps can introduce new types of CIs, such as virtual machines, containers, microservices, and serverless functions, as well as new ways of managing and deploying them, such as infrastructure as code, continuous integration and delivery, and configuration management tools. These can offer many benefits, such as lower costs, higher availability, and shorter time to market, but they can also pose new challenges and complexities for the CM process. For example, cloud and DevOps can increase the volume, variety, and velocity of CIs, as well as their interdependencies and dynamism, which can make it harder to identify, track, and control them. Therefore, the CM process needs to adapt and evolve to accommodate these changes and leverage the potential of cloud and DevOps.

3 Artificial Intelligence and Machine Learning

A third major trend in CM is the adoption of artificial intelligence (AI) and machine learning (ML) technologies and techniques that can enhance and augment the CM capabilities and outcomes. AI and ML can help analyze, interpret, and optimize the CM data and processes, as well as provide insights, recommendations, and predictions that can support decision making and problem solving. For example, AI and ML can help identify patterns, trends, and anomalies in the CM data, such as configuration drifts, compliance issues, or performance bottlenecks, as well as suggest actions or solutions to address them. AI and ML can also help automate and improve the CM tasks and activities, such as classification, categorization, and prioritization of CIs, as well as detection, diagnosis, and resolution of incidents or changes affecting them.

4 Security and Compliance

A fourth major trend in CM is the increasing importance and demand of security and compliance requirements and standards that can affect the CM objectives and practices. Security and compliance can help protect the confidentiality, integrity, and availability of the CIs and the IT services and assets they support, as well as ensure adherence to the relevant laws, regulations, policies, and guidelines. For example, security and compliance can help prevent unauthorized access, modification, or deletion of CIs, as well as detect and respond to security breaches or incidents involving them. Security and compliance can also help demonstrate and document the compliance status and evidence of the CIs and the IT services and assets they support, such as certifications, audits, or reports. However, security and compliance can also introduce new challenges and constraints for the CM process, such as additional costs, resources, and efforts, as well as potential conflicts or trade-offs with other CM goals or priorities.

5 User Experience and Value

A fifth major trend in CM is the growing focus and attention on the user experience and value of the CIs and the IT services and assets they support, as well as the CM process itself. User experience and value can help measure and improve the satisfaction, loyalty, and retention of the internal and external users and customers of the IT services and assets, as well as the CM stakeholders and participants. For example, user experience and value can help evaluate and enhance the usability, functionality, reliability, and quality of the CIs and the IT services and assets they support, as well as their alignment with the user needs, expectations, and preferences. User experience and value can also help assess and optimize the efficiency, effectiveness, and agility of the CM process, as well as its contribution to the business outcomes and value.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?