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Configuration Management
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

Identification and naming.
Status accounting.
Verification & audit.

Providing accurate information on Configuration Items (CIs) and their documentation
Controlling valuable CIs
Facilitating adherence to legal obligations
Helping with financial and expenditure planning
Making software changes visible
Contributing to contingency planning
Supporting and improving Release management
Allowing the organization to perform impact analysis and schedule changes safely and efficiently
Providing problem management with data on trends

Configuration Management Overview

Mission Statement
To identify, record and report on configuration items and their relationships that underpin IT services.

Process Goal
Achieve the process mission by implementing:
ITIL-aligned Configuration Management policies, processes and procedures
Dedicated Configuration Management Process Owner
Configuration Management Database (CMDB) data schema
Proper authorization and control over CMDB data
Periodic audits and reviews of IT services and their configuration items.
Accurate information on IT services and their configuration items
Verification of configuration records against the IT infrastructure and correction actions for any exceptions found.

Critical Success Factors (CSFs)
The Critical Success Factors (CSFs) are:
Managing Configuration Item information
Providing capability to perform risk analysis of changes and releases

Key Activities
The key activities for this process are:
Plan for Configuration Management databases and activities
Identify Configuration Items
Control Configuration Item information
Perform status accounting
Perform verification and audit of Configuration Management databases
Provide management information about Configuration Management quality and operations

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.

Managing Configuration Item Information

Number of Configuration Items logged and tracked
Number of Configuration Items with attribute failures
Number of changes to Configuration Item attributes
Number of additional Configuration Items
Number of deletions of Configuration Items
Number and frequency of exceptions in configuration audits

Providing Capability To Perform Risk Analysis Of Changes and Releases

Number of incidents caused by inaccurate configuration data
Percentage of Services tracked with Configuration Items versus known products and services

Software tools
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:
Problems, RFCs are stored upon the same database in an easily accesible format.
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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