C O N F I G U R AT I O N M A N AG E M E N T- G E N E R A L I N T R O D U C T I O N

Tijs van Velthoven

2015

CONTENT

� What is Configuration Management (Cfm)What is Configuration Management (Cfm)What is Configuration Management (Cfm)What is Configuration Management (Cfm)

� Cfm in IT Service DeliveryCfm in IT Service DeliveryCfm in IT Service DeliveryCfm in IT Service Delivery

� Why CfmWhy CfmWhy CfmWhy Cfm

� Added valueAdded valueAdded valueAdded value

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WHAT IS CONFIGURATION MANAGEMENT

CONFIGURATION MANAGEMENT

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A Process to Ensure:

�The configuration items (CIs) required to deliver

services are properly controlled

�Accurate and reliable information about those CIs is

available when and where it is needed

�Makes use of the Configuration Management Database

(CMDB) as central tool

B Y T I J S V A N V E L T H O V E N

CONFIGURATION MANAGEMENT DATABASE (CMDB)

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� Contains information of all relevant service components & relations

� Xxx-company uses Remedy on Demand CMDB

B Y T I J S V A N V E L T H O V E N

C F M I N I T- S E RV I C E D E L I V E RY

Part of IT Service Delivery (see next slide)

Team located in xxx

Configuration Manager – xxx

Operational Process Manager– Tijs van Velthoven

CFM IN IT SERVICE DELIVERY

B Y T I J S V A N V E L T H O V E N 6

CFM IN IT SERVICE DELIVERY

Insert Org Chart here

B Y T I J S V A N V E L T H O V E N 7

ROLES IN CFM

CI Owner (Service Owner/Manager)

Specialist(main users; i.e. engineers)

Configuration Manager

Configuration Librarian (Service Delivery Manager)

B Y T I J S V A N V E L T H O V E N 8

ROLES IN CFM

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CI Owner

(Service Owner/Manager)

�The CI owner is responsible

for the CI and arranging

support on the CI

B Y T I J S V A N V E L T H O V E N

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Configuration Manager

ROLES IN CFM

� Ensure Cfm-standards are applied

� Ensure that CMDB functions

correctly through:- correct identification

- control & audit of CI’s and associated

relationships

� Work with Process, Operations

and Business representatives to

ensure CI updates are completed

in a timely manner

B Y T I J S V A N V E L T H O V E N

ROLES IN CFM

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Configuration Librarian

(Service Delivery Manager)

�Ensure the CMDB content is

maintained

- on time

- in Quality (complete & correct)

�Complete all audit and

corrective action items as

identified through the

process of confirming CI

accuracy

B Y T I J S V A N V E L T H O V E N

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Specialist

(i.e. Engineers)

ROLES IN CFM

�Repair or change the actual

CIs or its attributes

�Deliver the correct data

concerning the CI

B Y T I J S V A N V E L T H O V E N

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CFM PROCESS ACTIVITIES

Cfm Management and Planning

Configuration identification

Configuration control

Verification and audit

Status accounting and reporting

New Service

Changing Service

Removing Service

On-going

Daily

Operations

B Y T I J S V A N V E L T H O V E N

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CFM PROCESS ACTIVITIES

�Preparatory stage of Configuration Management

�Cfm Plan updated with these Service-items:� Scope of service, environment & infrastructure, location(s)

� Requirements, policies and standards, roles & responsibilities

� Configuration Management system and tools

� Process activities and procedures

� Relationships with other processes, 3rd parties, tools & resource

requirements

�Triggered by Service Level Management

�Output is updated Cfm Plan

Cfm Management & Planning

B Y T I J S V A N V E L T H O V E N

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Configuration identification

�Establish Configuration Management System

�Document detailed service configuration structure

& identify all components in the service� Including the baseline (agreed starting configuration)

�Load the CMDB with the data of the components

�Register the components’ relationships &

dependencies

�Output is updated CMDB

CFM PROCESS ACTIVITIES

B Y T I J S V A N V E L T H O V E N

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Configuration control

� Implement service management controls according

to Cfm Plan

�CMDB updates from service management processes

�Validate updates

�Record baseline variances

�Remove unauthorized or corrupt records

�Evaluate service management controls

CFM PROCESS ACTIVITIES

B Y T I J S V A N V E L T H O V E N

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Verification and audit

� Schedule audits

�Verify CI existence

�Verify CI accuracy

�Document corrective action plans

�Execute corrective action plans

CFM PROCESS ACTIVITIES

B Y T I J S V A N V E L T H O V E N

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Status accounting & reporting

�Provide baseline and traceability reports

�Provide CI status reports

�Produce Process KPI reports

�Produce reports according to add hoc

requirements

CFM PROCESS ACTIVITIES

B Y T I J S V A N V E L T H O V E N

WHY CFM & CMDB

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Why do we need Cfm?Why do we need Cfm?Why do we need Cfm?Why do we need Cfm?

B Y T I J S V A N V E L T H O V E N

WHY DO WE NEED CFM?

ONE SOURCE OF TRUTH

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� The source for quantity based billing

� Help IT-Staff understand the configuration and

relationships of services, and CIs that provide them

� Demonstrate control of assets and servicesB Y T I J S V A N V E L T H O V E N

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WHY DO WE NEED CFM?

END-2-END SUPPORT

� Logical model of the IT Infrastructure & Services

� Support efficient & effective service management

processes by providing accurate CI information

� Reduce cost & time to discover configuration

information when it is neededB Y T I J S V A N V E L T H O V E N

WHY DO WE NEED CFM?

BASIS FOR INCIDENT/PROBLEM ANALYSIS

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� Resolution of Incidents & Problems within the

service level targets

B Y T I J S V A N V E L T H O V E N

WHY DO WE NEED CFM?

BASIS FOR PROPER CHANGE IMPACT ANALYSES

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� Better forecasting and planning of Changes

� Successful assessment, planning & delivery of Changes

� Traceability of Changes from requirements

B Y T I J S V A N V E L T H O V E N

WHAT DOES A CI LOOK LIKE IN CMDB?

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Enter screenshot of CI here

Enter screenshot of design

(topology) here

B Y T I J S V A N V E L T H O V E N

MORE ADDED VALUE OF CMDB FOR INCIDENT

MANAGEMENT AND CHANGE MANAGEMENT

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User reports a server is not accessible CMDB

Related Incident

Related Change

Location

Functional Role

Support Group

Where is the server located?

Who can support on solving the issue?

What services can be impacted by this

issue?

Is there any recent change on this

server?

Is there other issues reported related to

this server?

Right

prioritizing

First time right

assignment

Efficient use of

resources

For Incident MGTFor Incident MGTFor Incident MGTFor Incident MGT

First Line

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A change is raised to configure a server CMDB

Related Change

Support Group

Location

Functional Role

Maintenance Window

Which Site/ Business Which Site/ Business Group might be

impacted

What time can the change be

implemented?

What services can be impacted by during the configuration?

Who to implement the change?

Is there any recent change on this

server? Any conflict on schedules?

For Change MGTFor Change MGTFor Change MGTFor Change MGT Support the

Impact Analysis

Business service

interruption

known

Successful

scheduling of

changes

First time right

assignment

Change Management

& Engineers B Y T I J S V A N V E L T H O V E N

QUESTIONS

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