Regardless of the speed with which IoT businesses adopt, ITSM will have to evolve to cope with changes made by the IoT such as connection nodes, data points and automation, all of which increase complexity.
- Identify and prevent accidental incidents
IT services often solve problems by responding to changes, which means that the problem is usually reported to the IT service center only after they occur. However, organizations can use it sensors to monitor device performance levels, thus automatically detecting and reporting problems that are imminent before they come true. Moreover, it can proactively prevent incidents occurring, minimizing the risk of downtime.
- Impact on network review function
Current hardware asset management procedures require that all connected devices are checked. For companies that use unmanaged reviews, devices can only be reviewed when scheduled, and networks loaded with inventory scans reduce the performance of the entire network pot. On the other hand, connecting devices in a large IoT network means that these devices frequently exchange signals to avoid network congestion caused by periodic reviews. Furthermore, you can identify and report a corrupted device in real time instead of waiting for the next scan to find it.
- Transform focus to CI relationships via CMDB
As the components (nodes) in the IT infrastructure begin to communicate with each other, their relationship will be re-aggregated. This visibility establishes information flow maps within the network, which are necessary to understand how a problem with a node affects the entire network. With IoT, ITAM practices will focus more on the relationship between configuration items (CIs) to achieve this high visibility, meaning that the Configuration Management Database (CMDB) will become a part of ITSM.
- Impact on Root cause analysis
The level of data analysis present in the incident management process is limited by the number of devices and data volumes on today’s networks. However, for IoT networks, the volume of data will increase with the increasing number of connected devices and technological advances. This data can be used for a broader analysis of IT issues, resulting in continuous improvement and reduction of major related incidents.
- Impact on Change Management
Implementing change can be a challenge for IT organizations due to the increasing linkage of IT networks. With IoT, making change is a bigger challenge when more CIs are connected to the network, and they all depend on each other. For example, suppose an office component has 10 nodes sharing and routing data through each other through NFC communication. With IoT, if one of these nodes is changed, the routing table (which is common to all nodes) must be modified, affecting the entire network. In the contrast, when each node is connected to a regular network, changing one node only affects that node and not the entire network. When making changes in the IoT network, organizations should do it step by step to minimize the number of CIs that need to be changed and managed.
- Focus on purchases and convergence of SAM and HAM
Assets are usually purchased through the procurement department, where they can easily be classified as IT products or not. However, the apparent differences will gradually fade in the IoT network, and all assets will have to be added to the CMDB for clarity. Therefore, the IT department will have to work with the procurement department to classify the assets. Another consequence that the IoT night was the convergence of asset management software (SAM) and hardware asset management (HAM) to support the conversion of non-IT assets to property assets Smart features IoT.
- Beyond incident management
IoT support organizations in the future will be able to use enormous amounts of data provided by credit institutions that support the network to help cut costs and increase profits. For example, if the IT services department is planning to begin the change, data collected by IoT sensors can help analyze past data to find out ineligible downtime and Not intrusive to make changes. The analysis and insights gained from the IoT-enabled IT platform will help businesses take a long leap forward in their readiness to face challenges.
Although IoT is currently a consumer-oriented technology, it can affect businesses, especially when it comes to ITSM domains, just like Wi-Fi and BYOD have done in the past. There is no doubt that IoT will revolutionize the automation world and Big Data. This is a great time for ITSM professionals to adopt IoT and help their busines.
Tong Minh Duc – FPT TelecomRelated posts: