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IT Configuration

Management Training v1.0

Introduction & Objectives

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Share experience

If you have questions or comments, please raise your hand

If questions/issues cannot be resolved in training, they will be noted and tracked to

closure

Ground Rules

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Pre-requisites

- ITIL Foundation trained & certified

- Basic Overview of Remedy Atrium v7

- Good Understanding of Asset Management

Foundation Certification Criteria

-Active participation & attendance

- 80% Minimum score in the Questionnaire

Pre-requisites & Certification Criteria

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Course Objective

At the end of this class, students will be able to:

Understand ITIL Configuration Management Process

Understand key differences in IT Asset Management & ITIL Configuration

Management

Understand Business perspective for ITIL Configuration Management

Understand ITIL Best Practices and ITSM Framework

Has theoretical knowledge of Configuration Management Process activities

Understand different ITSM toolsets available in market and basic CMDB architecture

Has an overview knowledge on Configuration Management Process Integration with

other ITIL Processes

Score at least 80% in the evaluation

Attend Masters Level Training for Configuration Management

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IT Configuration Management Training v1.0

Foundation Level

S. No. Topic Duration (in hrs)1 Introduction & Objective (Asset v/s Config Mgmt) 0.50

2 Business Overview 2.00

3 ITIL & ITSM -An Overview 1.00

4 Basic Configuration Management Activities 4.00

5 ITSM Tools & CMDB Architecture 1.50

6 ITSM Process Integration 2.00

7 Questionnaire 1.00

Total Duration 12.00

Course Contents & Schedule

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configuration (kn-fg'y-r'shn)n.

a. Arrangement of parts or elements.b. The form, as of a figure, determined by the arrangement of its parts or

elements. See Synonyms at form.

c. The way in which a computer system is set up: changed the configuration byresetting the parameters.

d. The set of constituent components, such as memory, a hard disk, a monitor, andan operating system, that make up a computer system.

e. The way that the components of a computer network are connected.

Computer Sciencea. The way in which a computer system is set up: changed the configuration by

resetting the parameters.b. The set of constituent components, such as memory, a hard disk, a monitor, and

an operating system, that make up a computer system.c. The way that the components of a computer network are connected.

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All definitions of IT processes (or any business discipline for that matter) are imperfect, but for

the purposes of this discussion let's stipulate a working definition:

IT Asset Management is the discipline of managing finances, contracts and usage of IT

assets throughout their lifecycles for the purpose of maintaining an optimal balance

between business service requirements, total costs, budget predictability, and contractual

and regulatory compliance. Traditional ITAM activities include the management of

inventory, software licenses, vendors, procurement, leases, warranties, cost accounting,

retirement and disposal.

ITIL's Configuration Management is easier to describe since ITIL is responsible for popularizing

the concept, and because its mission includes forging agreement on terminology. To

summarize:

The goal of Configuration Management is to provide a logical model of the IT

infrastructure that is accessed by all ITIL processes to drive consistency among

them. Activities include identifying, controlling, maintaining, and verifying the versions of

configuration items (CIs). This CI information is to be stored in a single repository the

Configuration Management Database (CMDB).

IT Asset Management vs ITIL Configuration Management

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Asset = A physical IT component managed throughout its lifecycle for its value/cost,

contractual compliance and usage. Records of these assets have typically been stored in an

asset repository.A component should be considered an asset if you want to be able to:

Manage its procurement, receiving, maintenance or retirement

Manage associated software license, warranty, lease or maintenance contract

Track its monetary value or incurred costs

Know who is using it and/or how often it is being used

Configuration Item (CI) = a physical or logical IT component managed for its operational

impact. CIs are, by ITIL's definition, records in a CMDB.A component should be considered a

CI if you want to be able to:

Open an incident against it

Request a change for it

Manage it as part of a release

See its role in a business service to determine incident, change or service level

impact


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IT Asset Management ITIL Configuration Management

Goals Manage asset costs, contracts, and

usage/ownership throughout lifecycles.

Provide logical model of IT environment in

a CMDB as basis for ITIL processes.

Value Lower asset TCO/acquisition costs,

reduced purchasing, more efficient

allocation, more accurate

budgeting/planning.

Greater business service stability,

availability, quality (via ITIL processes that

rely on configuration data).

Organization Can be part of IT operations, typically

growing out of service desk

organization, but often traditionally

aligned with IT Finance and/or

Procurement.

Is almost always in Operations, typically

growing out of service desk or data center

organizations, or both.


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Definition Asset: Physical IT component tracked

based on value, contractual

compliance. A CI can be an asset if it is

worth tracking for cost, contract, and

usage. Assets not likely to be managed

as CIs because they have little or no

operational impact include bulk items

like toner cartridges, assets on order

(not yet received).

Configuration Item (CI): Physical or

logical IT component managed for its

operational impact. An asset can be a CI

if it is worth managing for operational

stability. CIs not likely to be managed as

assets because they have little or no

administrative impact include a custom

Java component, a business process

document, a business service model.

Etc.

Relationship

tracking

Basic relationships (peer, parent, child)

between assets are maintained for

retirement process, ownership,

software license matching.

Sophisticated relationships between CIs

are maintained to assess change risk,

analyze root cause of problems, and

assess service impact.


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Versioning An asset should be tracked and

managed according to its lifecycle

state (e.g. on order, awaiting

deployment, deployed, under

maintenance, and retired). For proper

lease, retirement, and cost accounting,

it should also offer comparisons

between original and modified states

(e.g. added applications or storage

components to a server).

ITIL processes, such as Change

Management, also require CI status,

including past, future, and desired states

of IT infrastructure configuration, for

proper planning, risk assessment,

remediation, and rollback. In ITIL terms,

this is part of CI Status Accounting, which

also includes ITAM-type status, such as

ordered, received, under repair, and for

disposal.


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There is a world of difference between asset management and configuration management. The

two disciplines aim to serve different purposes altogether, but in tandem, they can bring

substantial benefits to the organization that deploys both.

Configuration management will enable the organization to pinpoint and anticipate

problems, to ensure consistent service provision, and to resolve incidents quickly with

the least possible breakdown of service.

Asset management will enable the organization to save costs, improve asset

utilization, streamline business processes around access to assets and accountability

for asset usage, manage contracts to their true value, make informed decisions about

asset acquisition and usage, budgeting and forecasting.

In summary, configuration management and asset management are complementary disciplines

that should be combined to give the organization the most streamlined, cost-effective and

efficient infrastructure that can be deployed to achieve competitive advantage.

In most cases, IT components can and should be treated as both assets and CIs. Servers,

desktops, routers, and packaged applications (truly "assets" by almost any definition) should be

managed by ITIL processes to improve the operation of business services.

Conclusion

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Questions ??

Documents

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