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Customizing the Configuration Management Process (Tasks (Steps) (Control…
Customizing the Configuration Management Process
Tasks (Steps)
Track
The Process elements help an organization understand and implement the steps needed when a CI moves from one state to another, or even versioning as change are implemented upon CIs
There should be policies indicating which changes create a new version a CI, and which create a brand new Item
The lifecycle of a CI normally starts with its
acquisition
, and goes through
testing
,
installation
,
operations
,
maintenance
,
decommissioning
, and
disposal
Potential Procedures
Procedure for managing relationships at each lifecycle change
Managing versions of a CI
Definition of CI lifecycle
Recording and using the CI history
Audit
There is no measurement quite as important for the configuration management service as the accuracy of the Database
A set of procedures to audit the CMDB is critical for maintain its accuracy
The procedures should document the following
How the set of Data being audited will be selected
What Data will be compared for the audit
How often will audits occur
How discrepancies will be resolved
How to know when the audit is Completed
Potential Procedures
How to set an auditable sample
Criteria to be used to determine sample accuracy
Frequency of CMDB Audits
Handling discrepancies discovered in audits
Reporting on audit outcomes
Return audits and handling of repeated failures
Control
These Fences provide a degree of control over what can and cannot be done with CIs
This part gets most of the customization, because adequate controls vary from one organization to another
Controls are like fences that keep data between accuracy boundaries. These might be dictated by external regulatory groups, business rules, or common sense
An organization can reach the right balance between lax and restrictive controls as it better understands and leverages configuration management information
Putting adequate controls in place is the most important part of the Configuration Management Process
Potential Procedures
Administrative updates to the CMDB
CMDB usage in compliance audit
Integration of configuration management with Change Management
Standards of access to CMDB data
Discovery of unregistered configuration items
Handling registration errors in configuration data
Plan
There will be only one
Configuration Management Plan
, and several projects to implement the service, one for each phase or step of the Implementation
Planning is not a one-time-activity. There should be a process for updating the
configuration management plan
in a ongoing way
Planning should result on a document called
Configuration Management Plan
Key Elements
Scope, Spin and Granularity
Determining project parameters and requirements
Customizing the Process
Planning always starts the configuration management process, but good planning never ends
Potential Procedures
Naming standards for configuration items
Standard values for key attributes
Manage configuration management plan changes
Identify
This could be a very complex and lengthy process, or just moderately complex, depending of the Scope and on-place inventory system
Without a plan, nothing can be identified. Nothing can be controlled without being identified first
The Processes that are defined for identification should never be used only once
Identifying CIs will be an ongoing activity
Potential Procedures
Registering application CIs as part of the development cycle
Establishing relationships in the workstation, data center and network space
Conducting a Data Center inventory
Preparing for and conducting a wall-to-wall inventory at a site
Importing data from a scanning tool
Identifying computer workstations
Must define how Data will be gathered and maintained
The Standard ITIL Framework (v3)
Each step (Task) gets revisited as the environment changes
Provides a set of coordinated tasks that happen mostly at the same time
The ITIL tasks are
descriptive
but not
prospective
, meaning that these tasks tell what elements should be in the process