“service support” configuration management · pdf filethe basic activities of...
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ITIL Configuration Management - 1version 2.0© 2005 Kasse Initiatives, LLC
““Service Support”Service Support”
ConfigurationConfigurationManagementManagement
ITIL Configuration Management - 2version 2.0© 2005 Kasse Initiatives, LLC
Goals of ConfigurationGoals of ConfigurationManagementManagement
�The goals of Configuration Management areto:�Account for all the IT assets and configurations
within the organisation and its services�Provide accurate information on configurations and
their documentation to support all the other ServiceManagement processes
�Provide a sound basis for Incident Management,Problem Management, Change Management andRelease Management
�Verify the configuration records against theinfrastructure and correct any exceptions
ITIL Configuration Management - 3version 2.0© 2005 Kasse Initiatives, LLC
ConfigurationConfigurationManagement ObjectivesManagement Objectives
�Detailed objectives for ConfigurationManagement should include:�Providing everyone working in Service
Management and support with correct andaccurate information on the present configurationswith their physical and functional specifications
�Defining and documenting the procedures andworking practices to be followed
�Identifying, labelling and recording the names andversions of the CIs that make up the IT services,infrastructure and their relationships (RD)
�Controlling and storing definitive, authorised andtrusted (CMMI – Masters) copies of specifications,documentation and software
ITIL Configuration Management - 4version 2.0© 2005 Kasse Initiatives, LLC
Configuration ManagementConfiguration ManagementObjectivesObjectives -- 22
�Reporting the current status and history of all itemson the IT infrastructure
�Ensuring that all Changes to CIs are recorded assoon as practicable
�Tracking and reconciling the actual state of the ITinfrastructure against the authorised configurationrecords and data
�Educating and training the organisation in thecontrol processes
�Reporting metrics on CIs, Changes and Releases�Auditing and reporting exceptions to infrastructure
standards and Configuration Managementprocedures
ITIL Configuration Management - 5version 2.0© 2005 Kasse Initiatives, LLC
Scope of ConfigurationScope of ConfigurationManagementManagement
ITIL Configuration Management - 6version 2.0© 2005 Kasse Initiatives, LLC
Scope of ConfigurationScope of ConfigurationManagementManagement
�Configuration Management covers theidentification, recording, and reporting of ITcomponents, including their versions,constituent components and relationships(CMMI – Identification, Baselining, StatusAccounting)
�Items that should be under the control ofConfiguration Management include hardware,software and associated documentation
ITIL Configuration Management - 7version 2.0© 2005 Kasse Initiatives, LLC
Scope of ConfigurationScope of ConfigurationManagementManagement -- 22
�The Basic activities of ConfigurationManagement (ITIL) are as follows:�Planning - Planning and defining the purpose,
scope, objectives, policies and procedures, and theorganisational and technical context, forConfiguration Management
�Identification - Selecting and identifying theconfiguration structures for all the infrastructure’sCIs, including their ‘owner’, their interrelationshipsand configuration documentation� It includes allocating identifiers and version
numbers for CIs, labelling each item, andentering it on the Configuration managementdatabase (CMDB).
ITIL Configuration Management - 8version 2.0© 2005 Kasse Initiatives, LLC
Scope of ConfigurationScope of ConfigurationManagementManagement -- 33
�Control - Ensuring that only authorised and identifiable CIsare accepted and recorded, from receipt to disposal� It ensures that no CI is added, modified, replaced or
removed without appropriate controlling documentation,e.g. an approved Change request, and an updatedspecification
�Status Accounting - The reporting of all current andhistorical data concerned with each CI throughout its lifecycle. This enables Changes to CIs and their records to betraceable� e.g. tracking the status of a CI as it changes from one
state to another for instance ‘under development’, ‘beingtested’, ‘live’, or ‘withdrawn’
�Verification and Audit - A series of reviews and audits thatverify the physical existence of CIs and check that they arecorrectly recorded in the Configuration Management System(CMMI – CMS)
ITIL Configuration Management - 9version 2.0© 2005 Kasse Initiatives, LLC
Scope of ConfigurationScope of ConfigurationManagementManagement -- 44
�Configuration Management is responsible forincorporating new and updated productdeliverables by interfacing directly with:�Systems development
�Testing
�Change Management
�Release Management
ITIL Configuration Management - 10version 2.0© 2005 Kasse Initiatives, LLC
ConfigurationConfigurationIdentificationIdentification
ITIL Configuration Management - 11version 2.0© 2005 Kasse Initiatives, LLC
ConfigurationConfigurationIdentificationIdentification
�Configuration Identification is the selection,identification and labelling of the configurationstructures and CIs, including their respective ‘owner’and the relationships between them
�CIs may be hardware, software or documentation andinclude:�Services�Servers�Environment�Equipment�Network components�Desktops�Mobile units�Applications�Licences�Telecommunication services�Facilities
ITIL Configuration Management - 12version 2.0© 2005 Kasse Initiatives, LLC
ConfigurationConfigurationIdentificationIdentification -- 22
�Configuration identification includes allocatingidentifiers for CIs
�Other records and data associated with a CIinclude:�Incidents�Known errors�Problems�Corporate data about employees�Suppliers�Locations�Business units�Procedures
ITIL Configuration Management - 13version 2.0© 2005 Kasse Initiatives, LLC
SummarySummary
�Businesses require quality IT servicesprovided economically
�To be efficient and effective, all organisationsneed to control their IT infrastructure andservices
�Configuration Management provides a logicalmodel of the infrastructure or a service
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