Adoption Evidenceby The Art of Service

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How to measure configuration management adoption after an implementation

Whether configuration management is actually happening now, expressed as a number you can put in front of management.

What good looks like, so there is something to measure against: The record of what is deployed is accurate enough that people use it to answer questions instead of asking a colleague, and it is updated by the change process rather than by an annual audit.

Ask the people doing the work, not the system. A tool reports what was typed into it, which is a claim about the tool. Whether configuration management is followed is a fact about the team, and the team is the only source for it.

Ask the same question again a month later. One measurement is an opinion with a decimal point. Two measurements taken the same way is the first thing anyone can act on.

Where the records help: a configuration item, asset, host or application column populated on incidents and changes, not only in a separate inventory. That is what a reconstruction reads, and it is also the cheapest ongoing check that the survey answers and the system agree with each other.

Do this with Adoption Evidence

One engagement free. Curate the questions, baseline the team, and generate a report where every number traces to a response or a file. No card.

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