Application Service Mapping Use Case
Application Service Mapping also has wide reaching impacts in a number or processes and practices in ITOM. Most commonly people think of it in terms of its impacts in “Change Management” but it has major benefits in all areas of ITOM including Incident, Problem, Asset, Service Request and Knowledge Management. For example:
| • | Impact Analysis and Risk Mitigation—This is the main item in change management people think of. When you know what services and components might be affected by a proposed change it allows you to better assess the potential risk as well as take appropriate action to ensure necessary backup plans are in place prior to a change. |
| • | Improved Support—Improve first call resolution and time to close metrics by giving support resources the ability to understand when a dependent service has an issue that may be related. |
| • | Service Restoration—Having a map of services and their dependencies can help IT teams prioritize restoration efforts based on criticality of components of the affected systems as well as identify possible “work arounds” to restore services. |