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Configuration Management

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Goal Primary Objective

To provide a logical model of the ITinfrastructure by identifying,controlling,maintainingand verifyingthe versions ofALL Configuration Items in existence.

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Types of CIs

4 CI Types

1. Hardware

2. Software3. Documentation

Processes and Procedures

Technical documentation

Diagrams/Charts4. IT StaffNOT USERS

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Account forALL IT assets Provide accurate information to support

other Service Management processes

Provide a sound basis for all other ServiceManagement disciplines

Verify records against the infrastructureand to correct exceptions

Why Configuration Management?

5 A ti iti C i ti

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Planning

- Strategy, policy, scope, objective, roles & responsibilities- Config Mgt processes, activities and procedures

- CMDB, Relationships with other processes and 3rd parties

- Tools and resource requirements

Identification- Selection, identification and labelling of all CIs - Relationships

Control- Authorised additions, modifications and removal of CIs

StatusAccounting- The reporting of all current and historical data of each CI

Ordered, Under Repair, Live, Test .

Verification&Auditing- Reviews and audits to verify physical existence of CIs

5 Activities o Con igurationManagement

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Configuration Items (CIs)

Component of an infrastructure that is (or is to be) under thecontrol of Configuration Management

Configuration Management Database (CMDB)A database that contains all relevant details of each CI anddetails of the important relationshipsbetween CIs

Base LevelThe lowest level at which CIs are uniquely identified

Baseline A SNAPSHOT

The configuration of a product or systemestablished at a specific point in time, capturingboth structure and details

KeyConsiderations

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ProgrammeC

Example Software StructureSoftware

System

Subroutine

2

Programme

B

Application

2

Module

1

Application

1

Application

3

ProgrammeA

Subroutine

1

BASE LEVEL

(CI Level)The lowest level at which CIs are

uniquely identified

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Attributes

Attributes- Unique Identifier- CI Type ID

- Name

- Version Number- Model / type identification

- Place / location

- Supplier

- CI History- Status

- Relationships

-VARIANTS

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Relationships

Relationships- ..is a parent/child of..- ..is a version of..

- ..is connected to..

- ..applies to..(e.g. documentation)- ..is used for.. (CIs related to service)

- ..is a variant of.. (MS Dictionary English vs. Dutch)

Any others that are meaningful and useful to theorganisation can be used

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Benefits Provides accurate information on CIs and their

documentation to support all other ServiceManagement disciplines

Facilitates adherence to legal and contractualobligations

Improves security by controlling the versions ofCIs in use

Setting up Configuration Management

The planning process for setting up could take up to 6 months.Actual implementation may take much longer, but the benefits

of Configuration Management should outweigh the cost

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Exam Tips The key to configuration management is that it identifies

RELATIONSHIPSbetween CIs Configuration Activities

Planning

Identification of Configuration item (CI)

ControlStatus Accounting (ordered, delivered,tested, installed,

under repair, retired)

Verification & Audit

Configuration Management DatabaseHardware

Software

Documentation

IT Staff

CFig

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Exam Tips Continued

Documentation CIsProcesses and Procedures

Technical Documentation

Organisational Charts / Diagrams All CIs have a number ofATTRIBUTES

CISsALWAYS have Unique ID and CI Type IDattributes

Base Level lowest level a CI is uniquely identified Baseline = Snapshot of CMDB structure and detail CIVariant is an additional CI attribute e.g. Keyboard CI may

have French and English variants

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Exam Questions

What information does Configuration Mgt provide to the ITmanagement of an organisation?

A Variations from agreed service levels (IM)B Time spent on investigation and diagnosis by each support

group (IM)

C Number of incidents and problems per category (IM)

D Details and history of the IT infrastructure

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Exam Questions

AConfiguration Management Database (CMDB) can containdifferent Configuration Items (CIs). Which of the itemsbelow would NOT normally be regarded as a CI?

A Auser name

B A video monitor (SW)

C A bought-in software package (HW)

D A procedure (DOC)

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Exam Questions

What is the main difference between a CMDB (ConfigurationManagement Database) and a typical asset register?

A A CMDB is a computerised system most asset registers arenot

B There is no difference

C Only hardware and software is recorded in a CMDB

DA CMDB is a database that shows the relationships betweenitems

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Exam Questions

Which of the following can be regarded asCIs?

1 Hardware2 Documentation

3Staff (NOT USERS)

4 Software5 Network components