CMMSITSM

CMMSITSM refers to the integrated use of Computerized Maintenance Management System (CMMS) and IT Service Management (ITSM) practices and tools to manage both physical asset maintenance and IT service delivery within a unified framework. This approach seeks to improve asset reliability, safety, and service availability by coordinating maintenance and IT operations.

Core CMMS functions include asset register management, preventive and corrective maintenance scheduling, work order management, maintenance history, parts inventory, procurement, labor tracking, and inspections. Core ITSM functions include incident and service request handling, problem and change management, configuration management (often via a CMDB), service catalogs, and knowledge management. An integrated CMMSITSM solution links these domains to support end-to-end workflows and cross-domain reporting.

Integration may be realized through an all-in-one platform that covers both domains or via interoperable systems connected by APIs and middleware. Shared data typically centers on assets, services, and configuration items, enabling linked records such as a maintenance task tied to an IT incident, or a service outage impacting critical assets. This linkage supports unified dashboards, informed decision making, and lifecycle governance.

Benefits include improved asset uptime and longer asset lifecycles, reduced maintenance costs, streamlined IT service delivery, better inventory control, and stronger regulatory compliance through consolidated reporting. Challenges include aligning processes and data models, change management, data quality, and potential vendor lock-in.

Typical deployment scenarios occur in manufacturing facilities, data centers, campuses, and other environments where physical assets and IT services are closely coupled. Organizations may adopt a phased approach, starting with key asset classes or critical IT services and expanding to broader integration as processes mature.

Key metrics used to evaluate CMMSITSM performance include mean time to repair (MTTR), mean time between failures (MTBF), maintenance cost per asset, IT incident resolution time, change success rate, and SLA compliance.