1、Configuration Management Process FlowService Level ManagementConfiguration ManagementDatabaseImportant note: Internationally recognized flowchart symbols are usedwhen their use is unambiguousDecision DocumentPredefined processStored DataManual OperationThis flow chart has a specific process focus, b
2、ut alsoindicates where other processes contribute.This flow chart prepared byThe Art of Serviceas a representative example.Errors and Omissions ExceptedIdentificationVerification the process owner who will establish and manage the process and establish relationships with other process areas.2. The C
3、onfiguration Librarian; the person responsible for the actual receipt of CIs, CI reporting, establish libraries that will hold software and hardware CIs.holds information about Configuration Items (CIs)CIs can be the traditional elements (hardware, software); but also contracts, procedures, plans, p
4、olicy statements, etc. In fact you can define a CI as anything in the IT infrastructure that you care enough that you want to be able to control it and have information about it.The libraries mentioned here fall into two principle categories. The Definitive Software Library and the Definitive Hardwa
5、re Store PABXTelephoneFaxTelephoneFaxServer 1 Server 2HubMouseKeyboardIBM CompatibleMouseKeyboardIBM CompatibleMouseKeyboardIBM CompatibleIBM laser printerPart of the planning process includes establishing the scope of the process. Is the PABX part of the process responsibility of not? Also decision
6、s about the level of granularity need to be made (do we count a mouse as a separate CI or as a component of a larger CI?). We also need to define who can make changes to the database/s and who can authorize changes to be made.Facing difficulty about what to define as a CI? Look to Change Management.
7、 Changes should be made to CIs. othersSoldDonatedArchivedTestingAcceptedRegisteredMaintenanceLostProductionOrderedConfiguration Management offers more than asset management as we create relationships between components. Especially useful information for the Change Management ProcessStatus historyRel
8、ated CI informationStorage of resourcecapacity informationCustomer performance expectationsQuery regardingaffected componentsNew detailspost releaseFlag for critical itemOrder of recoveryUtilization information to calculate ROI, chargingPolicyPlanOLAOLASLA.is part of.belongs toconnected toused by.is
9、 part of.belongs toconnected toused by.is part of.belongs toconnected toused by.The reality is that there are countless connections between all process areas. They are relatively easy to identify within Configuration Management as this process is the primary “holder of information” about the IT infr
10、astructure.All processes are created equal; however Information = PowerProblem, Known error details can be recorded in the CMDBIncident details can be recorded against CIs.Contract/agreement details can be recorded and include links to other CIsRequest for Change (RFC) details can be recorded agains
11、t CIsVersion numbers, release details can be stored in the CMDBHistorical information regarding component availability & maintenance recordsRecovery plans and procedures can be stored in the CMDBTotal Cost of Ownership possible by identifying all service delivery components.Configuration Items (CIs)
12、 are units of infrastructure used to delivery IT Services.The CMDB can be a collection of information to form a logical database. Most organizations do use the introduction of the process to look to consolidate into a single system. Many software vendors will offer you ITIL compliant solutions in this area.Customer and Enduser detailsalso recordedin theCMDBITIL is a Registered Trade Mark of the Office of Government Commerce, in the United Kingdom
