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ITIL Configuration Management
| — | Goals : Providing information on the IT infrastructure to all other processes and IT management. Enabling control of the infrastructure by monitoring and maintaining information on all the resources needed to deliver services |
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| | | | • | Identification and naming. |
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| | | | • | Providing accurate information on Configuration Items (CIs) and their documentation |
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| | | | • | Controlling valuable CIs |
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| | | | • | Facilitating adherence to legal obligations |
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| | | | • | Helping with financial and expenditure planning |
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| | | | • | Making software changes visible |
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| | | | • | Contributing to contingency planning |
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| | | | • | Supporting and improving Release management |
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| | | | • | Allowing the organization to perform impact analysis and schedule changes safely and efficiently |
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| | | | • | Providing problem management with data on trends |
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Configuration Management Overview
Mission Statement To identify, record and report on configuration items and their relationships that underpin IT services.
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Process Goal Achieve the process mission by implementing:
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• ITIL-aligned Configuration Management policies, processes and procedures
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• Dedicated Configuration Management Process Owner
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• Configuration Management Database (CMDB) data schema
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• Proper authorization and control over CMDB data
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• Periodic audits and reviews of IT services and their configuration items.
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• Accurate information on IT services and their configuration items
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• Verification of configuration records against the IT infrastructure and correction actions for any exceptions found.
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Critical Success Factors (CSFs) The Critical Success Factors (CSFs) are:
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• Managing Configuration Item information
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• Providing capability to perform risk analysis of changes and releases
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Key Activities The key activities for this process are:
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• Plan for Configuration Management databases and activities
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• Identify Configuration Items
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• Control Configuration Item information
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• Perform status accounting
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• Perform verification and audit of Configuration Management databases
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• Provide management information about Configuration Management quality and operations
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Key Performance Indicators (KPIs) Examples of Key Process Performance Indicators (KPIs) are shown in the list below. Each one is mapped to a Critical Success Factor (CSF) that was listed above.
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Managing Configuration Item Information
• Number of Configuration Items logged and tracked
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• Number of Configuration Items with attribute failures
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• Number of changes to Configuration Item attributes
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• Number of additional Configuration Items
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• Number of deletions of Configuration Items
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• Number and frequency of exceptions in configuration audits
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Providing Capability To Perform Risk Analysis Of Changes and Releases
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• Number of incidents caused by inaccurate configuration data
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• Percentage of Services tracked with Configuration Items versus known products and services
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Most organisations should required a Configuration management-based tool, capable of storing all relevant configuration items (CIs). Such a tool should have the following facilities:
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• Problems, RFCs are stored upon the same database in an easily accesible format.
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• The ability to identify the relationship among CIs (physical and logical), and between CIs and RFCs, RFCs and Problems, RFCs and CI
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