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2. Objectives Understand the role of configuration and asset management policies, procedures, and documentation in server administration Understand the use of change management procedures Compare and update server and rack schematics, diagrams, and job logs 4.6 Configuration Management 359

3. ITIL (IT Infrastructure Library) configuration management model o Service asset o Configuration Item (CI) o Configuration Management Database (CMDB) o Baseline − Configuration − Performance Configuration Management System (CMS) Configuration Management (1) 4.6 Configuration Management 359

4. Implementing configuration procedures o Moves, Adds, Changes (MAC) o Job tickets and logs (authorization) o Standard Operating Procedures (SOP) Requesting change o Reactive or proactive (reasons) o Potential impact o Request For Change (RFC) o Notification / approval (Change Advisory Board) Implementing change o Rollback procedures o Maintenance window o Documentation / review Configuration Management (2) 4.6 Configuration Management 360

5. CMDB and Job Logs 4.6 Configuration Management 361

6. Documentation Asset management Vendor documentation Network diagrams o Physical versus logical o Blueprints o Architecture / Schematic / Block / Dataflow 4.6 Configuration Management 362

7. Network Mappers Protocols, services, and applications running on the network Host workstation and server OS types and patch status Network addresses and host names (IP address utilization) Network interconnect device types and status Network security appliances and software User accounts and groups (especially administrative / root accounts) and passwords 4.6 Configuration Management 364

8. Service Documentation Vendor-specific Documentation Secure Documentation Documentation 4.6 Configuration Management 365

9. Policy versus standard versus procedure versus guidance Standard Operating Procedures (SOP) / Internal Operating Procedures Management plan Standard Business Documents o Memorandum of Understanding (MOU) o Statement of Work (SOW) o Service Level Agreement (SLA) o Master Service Agreement (MSA) Procedures and Standards 4.6 Configuration Management 367

10. Key Performance Indicators Availability / uptime / downtime Planned / unplanned outages Response time Mean Time to Failure (MTTF) / Mean Time Between Failures (MTBF) Mean Time to Repair (MTTR) Mean Time Between Service Incidents (MTBSI) 4.6 Configuration Management 369

11. Review Understand the role of configuration and asset management policies, procedures, and documentation in server administration Understand the use of change management procedures Compare and update server and rack schematics, diagrams, and job logs 4.6 Configuration Management 371