2. YOUR LOGO HERE Slide Master View www.itilsurvival.com © www.itilsurvival.com (reproduced with permission) Configuration Management All course material is copyright. It is forbidden to use this material other than for study purposes. Display for internal use only. Approval for commercial purposes will be granted under contractual agreement

3. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 2 Introductions Your presenter > You Your role(s) Your expectations

4. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 3 Program 09.00Start 10.30Morning tea / coffee 12.30Lunch 15.00 Afternoon tea / coffee 17.00End Note.. There is enough information here to conduct a full day workshop on Configuration Management. If you wish to do a short presentation keep only slides; 1, 5, 7, 8, 9, 12-17, 23-29, 55

5. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 4 Day Objectives Understanding of the Configuration Management process and its activities. Good understanding of the relationships with other IT Service Management processes. Ability to execute the Configuration Management activities.

6. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 5 Overview Service Management

7. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 6 Why Service Management? Business more and more dependent on IT Complexity of technology increases Customers demand more Environment becomes more competitive Focus on controlling costs of IT Low customer satisfaction...

8. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 7 Service Management = The Objective Tree = Quality Flexibility Cost management How / What ? ORGANIZATION BUSINESS PROCESSES IT SERVICE PROVISION SERVICE MANAGEMENT Why! effective efficient organization effective efficient IT service provision

9. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 8 The Functionally Oriented Organization the lines decide GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT

10. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 9 The Process Driven Organization the processes decide GOAL FEEDBACK ACTIVITIES RESULT

11. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 10 IT Service Management (ITSM) Focus Organization Process People Technology

12. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 11 Questions?

13. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 12 ITIL Service Management Service Level Management Financial Management for IT services Capacity Management IT Service Continuity Management Incident Management Problem Management Change Management Configuration Management Release Management IT Infrastructure security Service Desk Availability Management

14. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 13 Configuration Management

15. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 14 The Service Support Set = Interconnection between the processes = IIII Work Around Problem Known Error RFC Change SOLUTION Customer, Supplier, etc. CMDBCMDB DSLDHSDSLDHS Incident Management Problem Management Change Management Configuration Management Release Management Incident Management Problem Management Change Management Configuration Management Release Management

16. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 15 Configuration Management is the process that focuses on identifying, controlling, maintaining and verifying all physical components of the IT infrastructure and providing information to all other ITIL processes. Configuration Management Goal

17. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 16 Configuration Management CMDB Configuration Management Data Base a repository of data regarding IT components and their relationships CIs Configuration Items all physical components of the IT infrastructure which the IT-organization should control to ensure (the agreed) service provision

18. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 17 Configuration Management Asset Management CIs are recorded, but without defining interrelationships (e.g. for depreciation: purchase date, price, location, …) Baseline (basic configuration) one copy of a group of “frozen” CIs – the features have been recorded and remain unchanged – e.g.: standard desktop – the fewer the baselines, the better the management of the IT infrastructure

19. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 18 The Configuration Management Plan

20. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 19 The Configuration Management Plan (1) What should we include? the purpose, scope and objectives of Configuration Management (and how it fits in with the organization's overall Change Management and Configuration Management plan) related policies, standards and processes that are specific to the support group Configuration Management roles and responsibilities CI naming conventions the schedule and procedures for performing Configuration Management activities: configuration identification, control, status accounting, configuration audit and verification

21. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 20 The Configuration Management Plan (2) What should we include? interface control with other processes, e.g. Change Management, suppliers Configuration Management systems design, including scope and key interfaces, covering: CMDB locations of Configuration Management data and libraries controlled environments within which CIs are manipulated links and interfaces to other Service Management systems support tools (e.g. build and installation tools) housekeeping, including licence management, archiving and the retention period for CIs planned configuration baselines, major Releases, milestones, workload and resource plan for each subsequent period.

22. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 21 The Configuration Management Database

23. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 22 Configuration Management = Configuration Management Database = Service Desk Incident Mgt. Service Level Mgt. Problem Mgt. Release Mgt. CMDBCMDB Change Mgt. Financial Mgt. Capacity Mgt. Availability Mgt. Continuity Mgt. Development data CI System management CI data SLM data CI data CI Change Mgt.

24. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 23 Scope & Level Laptop computer CI Level Scope Modem Workstation Telephone Fax Telephone Fax Also Includes Software & Documentation Relationships Attributes CI Identification CI Identification Serial Number Serial Number Owner Owner Location Location ….. …..

25. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 24 Configuration Management = Activities = identification and registration describe and register all components of the IT infrastructure and the interrelationships management the integrity of the contents of the CMDB needs to be ensured status accounting record the status history and guard the present status verification check for deviations in the operational situation against the CMDB reporting to all other ITIL processes, also regarding trends and developments in the usage of CIs P D C A

26. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 25 Configuration Management = Activities = identification and registration – scope: determine width and depth of the CMDB the level is determined by the (future) service provision – identify CIs determine naming conventions record, determine attributes, define interrelationships define the level of detail – hard- and software – network-(components) – documentation, procedures, organizational diagrams – SLA(’s), Service Catalogue, Capacity Plan(s), Contingency Plan(s) – … I Problem Known Error RFC Change CMDBCMDB

27. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 26 Configuration Management = Activities = identification and registration – attributes of CIs logical name description status all other necessary features of components - location, unique number, category - brand and type - purchase date and price - user, customer - … I Problem Known Error RFC Change CMDBCMDB When only the attributes of CIs are recorded, without the interrelationships, then this is referred to Asset Management instead of Configuration Management.

28. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 27 Configuration Management = Activities = status accounting – on the various components on a daily basis attribute status – being developed, purchased, tested, repaired, … general status – number and sort incidents, problems, known errors, changes, licences, … I Problem Known Error RFC Change CMDBCMDB planned / ordered received tested implemented operational non operational in maintenance archived time

29. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 28 Configuration Management = Activities = verification – daily check every employee checks his / her own data entry for accuracy – review (by e.g. the Service Desk) random check e.g. monthly of the stored data – audit (by an external party) full extensive check – after implementing the new CMDB – immediately before and after important changes – after a contingency situation – every 6 months – … I Problem Known Error RFC Change CMDBCMDB

30. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 29 Configuration Management = Activities = reporting – reports on the quality of the CMDB – reports on the quality of the process – reports on the quality of the IT infrastructure – information on wrongly registered CIs – statistical data on the construction and implementation of the IT infrastructure – figures on growth and trends regarding the IT infrastructure – advice on adjustments and / or improvement of the IT infrastructure – personnel and process costs that have been made – … I Problem Known Error RFC Change CMDBCMDB

31. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 30 Procedures and Work Instructions

32. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 31 What sort of Procedures? The use of Support tools The registration of CIs The identification of CIs The verification of CIs Audits of CIs against the CMDB What else?…

33. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 32 Support Tools

34. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 33 Support Tools Service Desk / Help Desk tools Telephony tools Service Management tools (Configuration, Problem, Change Management) Network monitoring tools (availability, capacity) Network Management tools (remote support, user account management) Release Management tools Knowledge Management tools

35. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 34 Support Tools Websites to check out: – Search on Google: Service Desk, Call Center, Helpdesk tool, Support tool – www.tools2manage-it.com (support tools) – www.bitpipe.com (white papers) – www.cio.com – www.callcentres.com.au

36. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 35 Tool Selection (I) Tool requirements: – Determine need / nice to haves – Which fields to support process – User friendliness – Speed – Knowledge base: search on historical info – Security: read / write access – Modules – Reporting functionality

37. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 36 Tool Selection (II) Vendor requirements: – Reputation / history – Support focus – Training & consulting – Future plans (new modules) – ITIL awareness – References (visit them!) – Partnership?

38. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 37 Costs associated with tools Tool costs: – Back end – Front end: licenses Equipment costs: – Server / disk space – Network capacity – Desktop requirements Training: – Support staff – Tool maintenance staff Consulting: – Tool configuration – (Future) changes: adaptability

39. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 38 Selection Process Set up a project structure Project manager & team Scope Deadlines / time frame (project plan) Selection criteria Request for tender (optional) Short list vendors Presentations / demos Final cost benefit analysis Selection

40. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 39 Designing Coding Systems, Attributes and Name Conventions Designing Coding Systems, Attributes and Name Conventions

41. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 40 Naming Conventions The naming conventions or information management system should permit the management of: hierarchical relationships between CIs within a configuration structure hierarchical or subordinate relationships in each CI relationships between CIs and their associated documents relationships between documents and Changes relationships between Incidents and Changes.

42. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 41 Attributes Name Type Location Serial Number Version Number What else?…

43. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 42 Discussion Impact and Priority Codes - How can we use them?

44. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 43 Relationships (I) CMDB Add / Change Verify Reports Information Configuration Management Change Management Other processes

45. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 44 Questions?

46. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 45 Reporting for Configuration Management

47. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 46 Aligning Goals Vision / mission statement Strategy / business plan Goals / objectives Key Performance Indicators (KPIs)

48. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 47 Reporting (I) Efficiency: Productivity: # staff per period Value add: First line resolution Knowledge mgt: # knowledge base hits etc… Effectiveness: Timeliness: Resolution time Accuracy: % correct resolution Quality: % solved within SLA etc…

49. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 48 Reporting (III) Report to various target groups – customer, – other process managers, – company management Report on (e.g.) – occasions when the 'configuration' is not as authorized – Incidents and Problems that can be traced back to wrongly made Changes – RFCs that were not completed successfully because of poor impact assessment, incorrect data in the CMDB, or poor version control – the cycle time to approve and implement Changes – licences that have been wasted or not put into use at a particular location – exceptions reported during configuration audits – unauthorized IT components detected in use.

50. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 49 Questions?

51. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 50 Configuration Management = Costs, Points of Attention, Advantages = Costs – P ersonnel  management CMDB, audits, … – A ccommodation  also for physical storage of process documents, … – S oftware – H ardware – E ducation  ITIL Master Class / ITSM-Practitioner, DB-management, … – P rocedures  designing & managing Configuration Management, documentation, instruction sets, … tools and equipment for CMDB, audits, reporting, …

52. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 51 Configuration Management = Costs, Points of Attention, Advantages = Points of Attention – wrong level of CI detail (too high or too low) – sticking to manual system – authorisation in case of urgent changes outside business hours – over ambitious planning and too high expectations – management commitment – making the costs-benefit analysis measurable is difficult – time pressure on implementation  bypassing !!!

53. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 52 Configuration Management = Costs, Points of Attention, Advantages = Advantages – management of IT resources – economical quality services less mistakes, therefore less “double costs” – effective and efficient problem solution – effective and efficient processing of changes – optimal support on security issues – Helps ensure compliance to legal obligations insight in illegal copies, licences, due dates of contracts, … – optimal support on issues of budgeting and spending

54. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 53 Configuration Management = Functionally Oriented vs. Process Driven = mainframenetworkpc-lan Configuration Management The Art of

55. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 54 ITIL Service Management = “webbing” = Configuration Management Service Level Management Financial Management Capacity Management Security Management Incident Management Problem Management Change Management Release Management Availability Management Continuity Management Service Desk

56. YOUR LOGO HERE Slide Master View © www.itilsurvival.com (reproduced with permission) 55 Configuration Management: Q & A ? ? is the process that focuses on identifying, controlling, maintaining and verifying all physical components of the IT infrastructure and providing information to all other ITIL processes. Configuration Management