4. Track change requests. No matter how well you monitor and manage an asset, change requests are inevitable. For example, there's an unforeseen breakage. A user asks you to address a support issue or add new functionality. Events in one area of your IT environment may impact devices elsewhere.
To avoid being buried in the constant stream of requests, you should implement a system that handles support tickets, change requests, and incidents. This system should track the following for each request or issue:
" Who is the requester? Was it an end user or did a system send an alert?
" Is the request required or optional? What's the priority level?
" When should the matter be addressed?
" What should be changed?
In order to truly understand the impact of change in your IT environment, you must first understand all the components in your IT environment. This means tracking all devices, hardware, services, users, and software, as well as tracking the relationships between each component. This is a daunting task if you need to track everything manually.
Whenever possible, explore how to automate asset management, monitoring, and collecting information. Through automation, you'll be sure to always have the most accurate and up to date data on hand - so that when issues arise, you'll be able to take swift and decisive action.
Panorama9 is a cloud-based dashboard that helps IT managers do their jobs better and faster. Thorvaldsen is a serial entrepreneur based in Denmark and has more than 20 years experience building startups and SaaS products. Find Panorama9 on Twitter @panoramanine
Read more about infrastructure management in Network World's Infrastructure Management section.