Direct data collection in several dimensions by the IT infrastructure means the stable, operational processing of system information such as error events, performance measurement, capacity utilization, topology of the system connections, and resource flow. The market offers a broad range of commercial systems for these tasks, some of them even free of charge, from individual server system providers. However, one must make sure that the used systems offer open compatibility to avoid falling into the trap of a vendor lock-in. During the implementation of these support information systems, the balance between low-cost vendor support and technology adaptation within the IT organization must be maintained.

A system for the implementation of a service impact management (SIM) is required. A SIM correlates data from the infrastructure with the information available about the external customers or procurers of the IT service. Among other points, this information contains definitions of service level agreements (SLA). This SLA information must also be represented in the CIM. A synchronization between SIM and CIM can be processed via an independently realized interface. The above-mentioned capabilities should be merged in a database system with real-time capability so that an overview will alert about error developments within the IT infrastructure at an early stage, enabling, parallel to error correction, the initiation of sustainable countermeasures for the middle term such as a change in negotiating position with respect to system providers on the basis of the verifiable, reduced reliability. An enhancement of the CIM by the addition of configuration information such as that found in a CMDB defined using ITIL brings together the disparate information. The addition of interdependencies of applications completes the overall picture for the effects of the decision. Both the IT infrastructure aspect and the viewpoint of the IT service customers (outside of the IT department) should serve here as the basis for the interdependency relationships.

Another important aspect is the detailed capture of information from external stakeholders. The users of the application infrastructure, being the requestors, represent the most important source of change. The application development plans of business departments as well as road maps from vendors represent relevant information for the SIM which can also be applied to the optimization of the infrastructure portfolio. Yet another source of information is user feedback, surveys, or e-mails which reflect the “quality of experience”. This information should also be incorporated into the SIM with real-time capability so that acute problems can be recognized and countered. Simultaneously, this information offers the CAB a middle-term and short-term opportunity for the prioritization of decisions. But the context of the feedback source must also be considered when gathering information. For example, the decision-maker may focus on the costs of an implementation while a user will pay more attention to user friendliness.