There are three very different approaches you can take to configuration management. Each of them has benefits and disadvantages, and you need to blend aspects of all three to get the best value in your context.
Delivering services isn’t something that is unique to IT. We know good service when we receive it, and so do our customers. If you focus on service levels and processes your customers will never see you as more than an internal cost centre; if you focus on outcomes and customer experience instead then you can become a valued partner.