In 2010, Gartner developed an ITScore for Infrastructure Operations model as a tool to measure the maturity of IT
infrastructure and operations departments. This model desribes an advancing demonstration of maturity: Level 1 - Awareness,
Level 2 - Committed, Level 3 - Proactive, Level 4 - Service Aligned, and Level 5 - Business Partner. It's at Level 5 where
IT organizations are perceived to be trusted advisors, valued to be an innovator to help develop competitive advantage.
For organizations to mature to Level - 4, technologies like Service Catalogs become invaluable.
The SamanthaTM Service Catalog gives you the official place to list all of your services.
Keeping this important record in your CMDB allows you to define services as the group of all the underlying components of service:
applications, databases, servers, networks, procedures, documents, and support teams. As you might imagine, having these definitions
allows you to understand the effects that changes to sub-components has on the service and clients.
Gaps and overlaps in services are easily identified. Costs, availability and service level agreements are all tied together.
When you link SamanthaTM services to the clients that use them in your CMDB, the advanced features of Complex Change Rules and
Change Prediction get better.
As your support information improves, your team's ability to deliver quality services increases.
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