The 5 Phases of the Data Center Service Maturity Model

Implementing a Data Center Service Management (DCSM) solution can bring significant value, much like other software solutions. The key to maximizing this value lies in the consistent and disciplined use of the system by the entire data center team and its seamless integration with other IT processes and software. 

Just as you don’t need to be an elite athlete to enjoy the benefits of fitness, you don’t have to reach the highest level of the DCSM Maturity Model to experience substantial advantages. Each phase of the DCSM Maturity Model offers its own set of benefits, which build upon those of the previous phases, as outlined below. 

Phase 0: Manual Methods

At this stage, many companies find themselves relying on multiple spreadsheets created by different teams, each containing various types of information. Over time, the accuracy and consistency of this data tend to degrade, leading to discrepancies between what’s documented and the actual state of the data center. 

Taking the initial step to move away from managing numerous spreadsheets, floor plans, and Visio diagrams towards a consolidated view with a single source of truth is both cost-effective and highly beneficial. This transition can yield significant advantages, making it the proverbial low-hanging fruit in data center management. 

Phase 1: Data Aggregation & Normalization

This phase marks the initial step towards effective Data Center Service Management (DCSM). Here, you’ll aggregate and normalize your data sets to ensure compatibility and seamless communication. Think of it as establishing a new common language to replace the previous chaos. 

The process begins with data import and export. Basic import methods provided by some vendors include predefined templates and spreadsheet examples for you to fill out. However, data from existing sources often requires manual adjustment before it can be copied into the new format. More advanced DCSM vendors offer sophisticated error-checking software to map source information to the DCSM package’s format. 

Ideally, you will have error correction capabilities to fill in missing information, replace sequential missing data, and de-duplicate asset fields to handle structured cabling range conventions properly. Additionally, you should be able to rank data fields based on overlapping sources. This phase is crucial because poor execution can impact ongoing access and future additions. 

Phase 2: Process Management & Reporting

Before fully leveraging the capabilities of a Data Center Service Management (DCSM) solution, it is essential to establish processes to manage various changes effectively, ensuring they are not overlooked. 

This phase does not necessitate a comprehensive workflow (which will be addressed in Phase 4), but rather a simpler set of rules to define, measure, and evaluate progress. This allows for the identification of impactful changes. 

A critical aspect of a DCSM system is its reporting capability. Possessing data is of little value if it cannot be distilled into an understandable format that can be acted upon. Once processes and reporting are defined, the next step is to address integration. 

Phase 3: Integration

Selecting enterprise software integrations is one of the most strategic decisions for ensuring long-term success. Each IT management system must be evaluated to determine its potential contribution to the enterprise’s overall success. IT management must decide not only the types of data to be integrated but also whether to develop custom code integrations (either internally or through a vendor) or to purchase an off-the-shelf connector. 

These decisions have a profound and lasting impact on the overall business strategy, the long-term success of the Data Center Infrastructure Management (DCIM) project, and the total cost of ownership for IT as a whole. Integrating multiple systems from different vendors is a complex task that should not be underestimated. Therefore, it is crucial to give this pivotal step the attention it deserves before proceeding further. 

Phase 4: Workflow Modeling

Essentially, workflow is a structured process that defines who, what, when, where, and how data center changes should be managed. As companies grow more complex and their workforce becomes more distributed, perfecting Data Center Service Management (DCSM) without a robust workflow becomes impossible. Workflow offers flexibility while maintaining control, serving as the backbone for integrating complex IT Service Management (ITSM) solutions. 

With a well-defined workflow, you gain transparency, visibility, and ultimately, accountability for your IT operations. If there is a holy grail for your ITSM solution, workflow is the indispensable path to achieving it. As the capstone of your DCSM implementation, your organization’s ability to create and maintain an effective workflow system will determine the extent of the benefits you can derive from DCSM. 

The key to successfully initiating your DCSM journey lies in setting clear goals regarding capabilities, timing, investment, and business value. 

Resources

Eight Things to Look for In Data Center Service Management Workflow | Nlyte 

What Data Center Workflow Is (and Why's It's Important) (nlyte.com) 

Unpacking the Intricacies of Data Center Workflow Management | Nlyte