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ITIL® Service Asset & Configuration Management Foundations Service Transition Thatcher Deane 02/17/2010.

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Presentation on theme: "ITIL® Service Asset & Configuration Management Foundations Service Transition Thatcher Deane 02/17/2010."— Presentation transcript:

1 ITIL® Service Asset & Configuration Management Foundations Service Transition Thatcher Deane 02/17/2010

2 Service Asset & Configuration Management: ITIL Foundations Core process within Service Transition along with: –Change Management –Release and Deployment Management –Service Validation and Testing –Evaluation –Knowledge Management

3 Configuration Management ITIL Foundations Objective –The objective of SACM is to define and control the components of services and infrastructure and maintain accurate configuration records. –This enables an organization to Comply with corporate governance requirements Control its asset base Optimize its costs Manage Changes and Releases effectively AND Resolve Incidents and Problems faster

4 Configuration Management ITIL Foundations Objective Breakdown –Define In order to be efficient and effective, both Asset and Configuration Management will need to have defined levels of scope and detail in which information will be collected processed, stored and updated.

5 Configuration Management ITIL Foundations Objective Breakdown –Control When the right scope and level of information is available, other areas of the organization are able to use this information to control and manage the services and service components.

6 Configuration Management ITIL Foundations Objective Breakdown –Accurate The ability to utilize and leverage this information is directly related to the accuracy of the information. If there is not sufficient controls to ensure that records are kept up to date as Changes occur, the information will quickly become unreliable and will negitively affect all aspects of IT services.

7 Configuration Management ITIL Foundations Basic Concepts Logical Model Configuration Management System (CMS) Configuration Management Database (CMDB) Configuration Item (CI) CI Types

8 Configuration Management Basic Concepts: Logical Model Configuration Management delivers a required logical model of the services, assets and the infrastructure recording the relationships between Configuration Items.

9 Configuration Management Basic Concepts: CMS The Configuration Management System holds all of the information for CIs within the designated scope. The CMS maintains the relationship between all service components and any related service management records / documents. Typically the CMS will hold data about employees, suppliers, locations, and business units, customers and users.

10 Configuration Management Basic Concepts: CMDB The Configuration Management Database (CMDB) is used to manage Configuration Records throughout their life. The CMDB records the Attributes of each CI, and the relationships with other CIs. A CMDB may also contain other information linked to CIs, for example, Incident, Problem, or Change Records. The CMDB is maintained by Configuration Management and is used by all IT Service Management processes.

11 Configuration Management Basic Concepts: CI A Configuration Item is an asset, service component or other item that is, or will be, under the control of Configuration Management.

12 Configuration Management Basic Concepts: CI Types CI Types can include: Service Lifecycle CIs Service CIs Organization CIs Internal CIs External CIs

13 Configuration Management Definitive Media Library (DML) The Definitive Media Library (DML) is the secure library in which the definitive authorized versions of all media CIs are stored and protected. It stores master copies of versions that have passed quality assurance checks.

14 Configuration Management Definitive Media Library (DML) May consist of one or more software libraries or file-storage areas, separate from development, test or live file-store areas. Should include definitive copies of purchased software as well as software developed on site. Holds master copies of controlled documentation in electronic form

15 Configuration Management Definitive Media Library (DML) Should include a physical store to hold master copies (e.g. a fireproof safe) Only authorized media should be accepted into the DML strictly controlled by Service Asset and Configuration Management

16 Configuration Management Configuration Management System The Configuration Management System (CMS) holds all of the information for CIs within the designated scope. Some of these items will have related specifications of files that contain the contents of the item e.g.: Software, document, photograph. For example, a Service CI will include the details such as supplier, cost, purchase date and renewal date for licenses and maintenance contracts and related documentation such as SLAs and underpinning contracts.

17 Configuration Management Configuration Management System The CMS is also used for wide range of purposes –for example asset data in a CMS (CMDB data) may be made available to external financial Asset Management systems to perform specific asset management processes reporting outside of Configuration Management.

18 Configuration Management Configuration Management System The CMS maintains –relationships between all service components and any related Incidents, Problems, Known Errors, Change and Release documentation –(optionally) corporate data about employees, suppliers, locations and business units, customers and users

19 Configuration Management Knowledge Management The DIKW Structure –Data consists of discrete facts about events –Information comes from providing context to data

20 Configuration Management Knowledge Management The DIKW Structure –Knowledge is composed of the tacit experiences, idea, insights, values and judgments of individuals

21 Configuration Management Knowledge Management The DIKW Structure –Wisdom gives the ultimate discernment of the material and having the application and contextual awareness to provide a strong common sense judgment

22 Configuration Management Service Knowledge Management System At the Data and Information level one finds the CMDBs and DML and other stores. An Integrated Asset and Configuration Management system (IACMS) would reside within an Information integration / Knowledge level of the DIKW model. The views into (IACMS) supporting the major ITIL processes represent the Wisdom level.

23 Service Asset and Configuration Management Roles Service Asset Manager Configuration Manager And where warranted: Configuration Control Board Configuration Administrator / Librarian Asset Manager CMS / Tools administrator Service Knowledge Management

24 Service Asset Manager Works to the overall objectives agreed with the IT Services Manager; implements the organization’s Service Asset Management policy and standards Evaluates existing Asset Management systems and design, implementation and management of new/improved systems for efficiency and effectiveness, including estimating and planning the work and resources involved and monitoring and reporting on progress against the plan

25 Service Asset Manager Negotiates scope of the Asset Management processes, function, the items that are to be controlled and the information that is to be recorded. –Develops Asset Management standards, Asset Management plans and procedures. Mounts an awareness campaign to win support for new Asset Management procedures

26 Service Asset Manager Ensures that change to the Asset Management methods and processes are properly approved and communicated to staff before being implemented. –Plans, publicizes and oversees implementation of new Asset Management systems Arranges recruitment and training of staff Manages the evaluation of proprietary Asset Management tools and recommends those that best meet the organization’s budget, resources, timescale and technical requirements.

27 Service Asset Manager Manages the Asset Management plan, principles and procedures and their implementation. Negotiates assets to be uniquely identified with naming conventions –Ensures that staff comply with identification standards for object types, environments, processes, lifecycles, documentation, versions, formats, baselines, Releases and templates.

28 Service Asset Manager Proposes and / or negotiates interfaces with Change Management, Problem Management, Network Management, Release Management, computer operations, logistics, finance and administration functions. Plans population of the Asset DB. Manages the Asset DB, central libraries and tools. Ensures regular housekeeping of the Asset DB.

29 Service Asset Manager Provides reports, including management reports (including suggested actions to deal with current or unforeseen shortcomings), impact analysis reports and asset status reports. Initiates actions needed to secure funds to enhance the infrastructure and staffing levels in order to cope with growth and change Assists auditors to audit the activities of the Asset Management team for compliance with established procedures. Ensure that corrective action is carried out.

30 Configuration Manager Works to the overall objectives agreed with the IT Services Manager; implements the organization’s Service Asset Management policy and standards. Evaluates existing Configuration Management systems and the design, implementation and management of new/improved systems for efficiency and effectiveness, including estimating and planning the work and resources involved and monitoring and reporting on progress against the plan.

31 Configuration Manager Negotiates scope of the Configuation Management processes, function, the items that are to be controlled and the information that is to be recorded. –Develops Configuration Management standards, Configuration Management plans and procedures. Mounts an awareness campaign to win support for new Configuration Management procedures.

32 Configuration Manager Ensures that change to the Configuration Management methods and processes are properly approved and communicated to staff before being implemented. –Plans, publicizes and oversees implementation of new Asset Management systems Arranges recruitment and training of staff Manages the evaluation of proprietary Configuration Management tools and recommends those that best meet the organization’s budget, resources, timescale and technical requirements.

33 Configuration Manager Manages the Configuration Management plan, principles and procedures and their implementation. Negotiates CIs to be uniquely identified with naming conventions –Ensures that staff comply with identification standards for object types, environments, processes, lifecycles, documentation, versions, formats, baselines, Releases and templates.

34 Configuration Manager Proposes and / or negotiates interfaces with Change Management, Problem Management, Network Management, Release Management, computer operations, logistics, finance and administration functions. Plans population of the CMS. Manages the CMS, central libraries and tools. Ensures regular housekeeping of the CMS.

35 Configuration Manager Provides reports, including management reports (including suggested actions to deal with current or unforeseen shortcomings), impact analysis reports and asset status reports. Initiates actions needed to secure funds to enhance the infrastructure and staffing levels in order to cope with growth and change Assists auditors to audit the activities of the Configuration Management team for compliance with established procedures. Ensure that corrective action is carried out.

36 Service Asset and Configuration Management References Pink Elephant, ITIL V3 Foundations Course Workbook

37 Configuration Management Questions Comments?

38 Change Log Date, name, change, revision number 2/17/2010, TDeane split off from larger presentation to create generic ITIL presentation, DRAFT01


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