On the morning of Tuesday, June 24, 4MATT held the third meeting of the ITAM & CMDB Conference 2025. With the theme “People”, the webinar once again brought together experts and technology professionals to discuss one of the most critical, and often underestimated, pillars of maturity in ITAM (IT Asset Management) and CMDB (Configuration Management Database): the human factor.
The event was conducted by Ellen Ferro (Head of ITAM from 4MATT), Marcelo Theophilo (Director of Services from 4MATT) and Israel Nicholas (Head of Pre-Sales from 4MATT). Together, they brought reflections on how to form collaborative and strategic teams, promote engagement between areas and create and strengthen a culture of governance in ITAM and CMDB.
The human factor as the basis of maturity
At the beginning of the meeting, the experts highlighted that the success of governance practices is directly linked to the involvement of people. Clarity of roles, communication between areas and the construction of a collaborative culture were highlighted as essential conditions for policies and processes to be truly applied in the organizational routine.
Marcelo Theophilo highlighted: “There is no point in creating a process, document or policy if no one understands or applies it in practice.”
Another critical point addressed was the impact of the lack of alignment between IT areas. According to participants, there is often a mistaken perception that everyone understands their responsibilities in ITAM and CMDB practices. However, when responsibilities are formalized, overlapping roles or clear gaps arise, compromising control and visibility over assets and configurations.
Governance as a continuous practice
Another key issue was the challenge of cross-departmental collaboration. The group discussed examples of how to promote a multidisciplinary committee, with representatives from IT, security, purchasing and legal, to help define configuration policies, review processes and monitor CMDB quality indicators.
Ellen Ferro stressed that it is not just about processes and tools. Maturity depends on how people engage and participate in the strategy.If we don't establish a group to support this practice, it becomes a project. And the project ends. What we need to do is institutionalize knowledge within the organization so that it doesn't depend on a single area or a single person.”, he stated.
Training, visibility and protagonism
The debate also brought practical recommendations, such as the importance of training plans, knowledge paths aligned with roles, well-communicated policies and periodic audits that encourage continuous improvement. One of the examples cited was that of teams that create “control committees” with weekly routines to analyze discrepancies and propose adjustments in real time.
"The team needs to see value in what they do and understand how it affects the whole. This changes the game.”, said Marcelo.
Watch now
The full webinar content is now available. Watch and understand why people are the biggest competitive differentiator in ITAM and CMDB maturity:
Upcoming episodes of the ITAM & CMDB 2025 Journey
The third webinar reinforced the role of processes as a central element for the success of ITAM and CMDB programs. ITAM & CMDB Conference 2025 continues in the coming weeks with new topics focused on the maturity of IT asset management.
Our journey continues towards the top, we will have another online meeting where we will continue the subject. Check out the agenda: July 29th: Emphasis on Platform.
The journey will end with a hybrid event (in-person and online) on August 19, which will bring together experts, customers and partners to exchange experiences and present real success stories.
Do it here your registration so you don't miss the next meetings and complementary materials.