General introduction to Configuration Management within an ITIL-based IT (Infra) Services Organization; for more info find me at https://nl.linkedin.com/in/tijsvanvelthoven

1. CONFIGURATION MANAGEMENT
- G E N E R A L I N T R O D U C T I O N
Tijs van Velthoven
2015

2. CONTENT
What is Configuration Management (Cfm)What is Configuration Management (Cfm)What is Configuration Management (Cfm)What is Configuration Management (Cfm)
Cfm in IT Service DeliveryCfm in IT Service DeliveryCfm in IT Service DeliveryCfm in IT Service Delivery
Why CfmWhy CfmWhy CfmWhy Cfm
Added valueAdded valueAdded valueAdded value
1B Y T I J S V A N V E L T H O V E N

3. WHAT IS CONFIGURATION
MANAGEMENT

4. CONFIGURATION MANAGEMENT
3
A Process to Ensure:
The configuration items (CIs) required to deliver
services are properly controlled
Accurate and reliable information about those CIs is
available when and where it is needed
Makes use of the Configuration Management Database
(CMDB) as central tool
B Y T I J S V A N V E L T H O V E N

5. CONFIGURATION MANAGEMENT DATABASE (CMDB)
4
Contains information of all relevant service components & relations
Xxx-company uses Remedy on Demand CMDB
B Y T I J S V A N V E L T H O V E N

6. CFM IN IT-SERVICE DELIVERY

7. Part of IT Service Delivery (see next slide)
Team located in xxx
Configuration Manager – xxx
Operational Process Manager– Tijs van Velthoven
CFM IN IT SERVICE DELIVERY
B Y T I J S V A N V E L T H O V E N 6

8. CFM IN IT SERVICE DELIVERY
Insert Org Chart here
B Y T I J S V A N V E L T H O V E N 7

9. ROLES IN CFM
CI Owner
(Service Owner/Manager)
Specialist
(main users; i.e. engineers)
Configuration Manager
Configuration Librarian
(Service Delivery Manager)
B Y T I J S V A N V E L T H O V E N 8

10. ROLES IN CFM
9
CI Owner
(Service Owner/Manager)
The CI owner is responsible
for the CI and arranging
support on the CI
B Y T I J S V A N V E L T H O V E N

11. 10
Configuration Manager
ROLES IN CFM
Ensure Cfm-standards are applied
Ensure that CMDB functions
correctly through:
- correct identification
- control & audit of CI’s and associated
relationships
Work with Process, Operations
and Business representatives to
ensure CI updates are completed
in a timely manner
B Y T I J S V A N V E L T H O V E N

12. ROLES IN CFM
11
Configuration Librarian
(Service Delivery Manager)
Ensure the CMDB content is
maintained
- on time
- in Quality (complete & correct)
Complete all audit and
corrective action items as
identified through the
process of confirming CI
accuracy
B Y T I J S V A N V E L T H O V E N

13. 12
Specialist
(i.e. Engineers)
ROLES IN CFM
Repair or change the actual
CIs or its attributes
Deliver the correct data
concerning the CI
B Y T I J S V A N V E L T H O V E N

14. 13
CFM PROCESS ACTIVITIES
Cfm Management and
Planning
Configuration identification
Configuration control
Verification and audit
Status accounting and
reporting
New Service
Changing Service
Removing Service
On-going
Daily
Operations
B Y T I J S V A N V E L T H O V E N

15. 14
CFM PROCESS ACTIVITIES
Preparatory stage of Configuration Management
Cfm Plan updated with these Service-items:
Scope of service, environment & infrastructure, location(s)
Requirements, policies and standards, roles & responsibilities
Configuration Management system and tools
Process activities and procedures
Relationships with other processes, 3rd parties, tools & resource
requirements
Triggered by Service Level Management
Output is updated Cfm Plan
Cfm Management & Planning
B Y T I J S V A N V E L T H O V E N

16. 15
Configuration identification
Establish Configuration Management System
Document detailed service configuration structure
& identify all components in the service
Including the baseline (agreed starting configuration)
Load the CMDB with the data of the components
Register the components’ relationships &
dependencies
Output is updated CMDB
CFM PROCESS ACTIVITIES
B Y T I J S V A N V E L T H O V E N

17. 16
Configuration control
Implement service management controls according
to Cfm Plan
CMDB updates from service management processes
Validate updates
Record baseline variances
Remove unauthorized or corrupt records
Evaluate service management controls
CFM PROCESS ACTIVITIES
B Y T I J S V A N V E L T H O V E N

18. 17
Verification and audit
Schedule audits
Verify CI existence
Verify CI accuracy
Document corrective action plans
Execute corrective action plans
CFM PROCESS ACTIVITIES
B Y T I J S V A N V E L T H O V E N

19. 18
Status accounting & reporting
Provide baseline and traceability reports
Provide CI status reports
Produce Process KPI reports
Produce reports according to add hoc
requirements
CFM PROCESS ACTIVITIES
B Y T I J S V A N V E L T H O V E N

20. WHY CFM & CMDB

21. 20
Why do we need Cfm?Why do we need Cfm?Why do we need Cfm?Why do we need Cfm?
B Y T I J S V A N V E L T H O V E N

22. WHY DO WE NEED CFM?
ONE SOURCE OF TRUTH
21
The source for quantity based billing
Help IT-Staff understand the configuration and
relationships of services, and CIs that provide them
Demonstrate control of assets and services
B Y T I J S V A N V E L T H O V E N

23. 22
WHY DO WE NEED CFM?
END-2-END SUPPORT
Logical model of the IT Infrastructure & Services
Support efficient & effective service management
processes by providing accurate CI information
Reduce cost & time to discover configuration
information when it is needed B Y T I J S V A N V E L T H O V E N

24. WHY DO WE NEED CFM?
BASIS FOR INCIDENT/PROBLEM ANALYSIS
23
Resolution of Incidents & Problems within the
service level targets
B Y T I J S V A N V E L T H O V E N

25. WHY DO WE NEED CFM?
BASIS FOR PROPER CHANGE IMPACT ANALYSES
24
Better forecasting and planning of Changes
Successful assessment, planning & delivery of Changes
Traceability of Changes from requirements
B Y T I J S V A N V E L T H O V E N

26. WHAT DOES A CI LOOK LIKE IN CMDB?
25
Enter screenshot of CI here
Enter screenshot of design
(topology) here
B Y T I J S V A N V E L T H O V E N

27. MORE ADDED VALUE OF CMDB FOR INCIDENT
MANAGEMENT AND CHANGE MANAGEMENT
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28. 27
User reports a server
is not accessible CMDB
Related Incident
Related Change
Location
Functional Role
Support Group
Where is the server
located?
Who can support on
solving the issue?
What services can be
impacted by this
issue?
Is there any recent
change on this
server?
Is there other issues
reported related to
this server?
Right
prioritizing
First time right
assignment
Efficient use of
resources
For Incident MGTFor Incident MGTFor Incident MGTFor Incident MGT
First Line
B Y T I J S V A N V E L T H O V E N

29. 28
A change is raised to
configure a server CMDB
Related Change
Support Group
Location
Functional Role
Maintenance Window
Which Site/ BusinessWhich Site/ Business
Group might be
impacted
What time can the
change be
implemented?
What services can be
impacted by during
the configuration?
Who to implement
the change?
Is there any recent
change on this
server? Any conflict
on schedules?
For Change MGTFor Change MGTFor Change MGTFor Change MGT Support the
Impact Analysis
Business service
interruption
known
Successful
scheduling of
changes
First time right
assignment
Change Management
& Engineers B Y T I J S V A N V E L T H O V E N

30. QUESTIONS
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