Configuration Management
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IBM Global Services
ITIL Foundation Course V1.0 Introduction to the IT Infrastructure Library Configuration Management
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
© 2004 IBM Corporation
IBM Global Services
Unit 07
Configuration Management Content:
Configuration Management – objective and overview Some definitions Responsibilities and obligations Important aspects: – Configuration Management Database (CMDB) – Interfaces to other SM processes – Variant and baseline – License management Benefits, costs, risks
Best practices Summary 2
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Integration into the IPW Model
Source: IPW Model is a trade mark of Quint Wellington and KPN Telecoms 3
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Mission Statement
Configuration Management provides a logical model for the infrastructure or a service by identifying, controlling, maintaining, and verifying the versions of Configuration Items (CIs) in existence. Configuration Management covers the identification, recording, and reporting of IT components, including their versions, constituent components, and relationships. Items that should be under the control of Configuration Management include hardware, software, and associated documentation. The goal of Configuration Management is to provide IT infrastructure control through the identification, registration, monitoring, and management of: All the Configuration Items of the IT infrastructure in scope
All configurations, versions, and their documentation All changes, errors, service level agreements, and history of the components in general
Relationships between the different components Exceptions between configuration records and the real infrastructure
4
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Tasks
Configuration Management is responsible for:
Specification of versions, configuration status accounting of all current and historical data concerned with each CI throughout its lifecycle
Documentation of the relationship between all CIs
Tracing records about any CI Ensuring that only authorised changes
IT Infrastructu re Planning Identification & naming
on a Configuration Item have been implemented
Status proof
Reviews and audits that verify the
physical existence of CIs and check that only authorised and identifiable CIs are accepted and correctly recorded in the Configuration Management system.
5
ITIL Foundation Course | Student material v1.0
Control
CMDB Verification and audit
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Definition: Configuration Item All components that are part of the IT infrastructure are called Configuration Items (CIs). Configuration Items:
Are required to provide services Should be clearly identifiable Are submitted for changes Have to be administered Configuration Items have:
A category Relationships An attribute A status
6
ITIL Foundation Course | Student material v1.0
CI
CI
CI CI
CI
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Definition: Configuration Item – Scope and Level of Detail
L e v e l o f d e t a i l
Service
Hardware
Software
Network printer
DocumenEnvironment tation
PC
Software bundle
Local printer
HD
USV
Keyboard
CPU
SLA
DBMS
W.P.
e-mail
scope 7
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Tasks
Configuration identification
Configuration Control Configuratio n Managemen t
Verification and Audit
8
ITIL Foundation Course | Student material v1.0
Status Accounting
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Configuration Management Database (CMDB) – Structure Overview IT Infrastructure
Hardware
Software
Network
Documentation
CI Categories
Suite 1
Suite 2
Superordinated CI (Parent) Program 1- 1
Program 1- 2
Program 1- 3
Subordinated CI (Children) Module 1- 2- 1 9
ITIL Foundation Course | Student material v1.0
Module 1- 2- 2 © 2004 IBM Corporation
IBM Global Services
Configuration Management
n aw
w ith dr
m ai
nt en an ce
uc tio n) od pr in
ve
(in
k Li
st oc in
er ed in de ve lo pm In en te t st
or d
pl
an ne d
CMDB – Status of CI
Lifecycle of a CI
CMDB scope
10
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Interfaces with all other processes Problem finding and solution process
Start
11
Strategic processes
Incident
Finance
Problem Known error RFC Approved change
Architectures Configuration Management Data Base (CMDB)
Changed, tested, implemented
Other modules Service Level Management IT Continuity Management
Closure ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Relationship with Release and Change Management Release Management
Configuration Management Documentation and configuration audit
Impact analysis
Reporting of affected CIs, areas, and people
Approve change
Update documentation
Implementation (includes pre-release testing for software)
Distribution of software and hardware documentation
Update documentation
Post-implementation review Close RFC
Store changed CIs according to quality required
Definitive Software Library
Register RFC and assign ID
Configuration Management Database
Change Management
Closure
Example: release of new software 12
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
CIs and their relations to other processes
Incident Record
Change Record
CI Known Error Record
Problem Record
Service / SLA
13
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Variant and Baseline
Variant Configuration items with same base functionality, but with minor differences (for example, a printer with additional RAM is a variant of a printer). Baseline (basis of comparison) A configuration baseline is the configuration of a product or system established at a specific point in time, which captures both the structure and details of a configuration. It serves as a reference for further activities. An application or software baseline provides the ability to change or to rebuild a specific version at a later date. A configuration baseline is also a snapshot, or a position, that is recorded. Although the position may be updated later, the configuration baseline remains fixed as the original state and is thus available to be compared with the current position. A configuration baseline is used to assemble all relevant components in readiness for a change or release, and to provide the basis for a configuration audit and regression, for example after a change. The Configuration Management system should be able to save, protect, and report on a configuration baseline, its contents, and documentation. 14
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Licence Management
Responsibility for controlling and auditing software licences should be unambiguous and involves purchasing and Asset or Configuration Management.
Company directors, senior managers, and others, are liable to face imprisonment and fines if illegal software is found to be in use within their enterprise.
Purchase of unnecessary licences wastes resources. Configuration Management enables an enterprise to monitor and control software licences, from purchase to disposal.
15
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Benefits
Improved Asset Management Helps to minimize risks of changes Provides accurate information on CIs and their documentation Improves security by controlling the versions of CIs in use Facilitates adherence to legal obligations Helps in financial and expenditure planning Supports Release Management and Service Level Management
16
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Costs
Costs are outweighed by benefits, because Configuration Management allows handling of a large volume of changes, thus keeping quality. Configuration Management control reduces risks of viruses, wrong software, fraud, theft, and so on.
Staff costs for developing and running procedures Hardware and software configuration identification Hardware and software for the CMDB & DSL Customization of Configuration Management tool Integration with other Service Management tools Training and education
17
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Risks
Potential problem areas:
CIs with too much or too little detail Interfaces to other systems in which CI information is stored Keep the information in the CMDB accurate Roles and responsibilities Lack of configuration control Overambitious schedules and unrealistic expectations No commitment from management
18
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Best Practices
Early establishment of configuration management Show the extraordinary significance of the database thus created Enforce the compliance of change management processes Meticulous selection and design of support tools Inventory should be tool supported and automated "You can only control what you know or what is documented."
19
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Summary
Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining, and verifying the versions of Configuration Items (CIs) in existence.
Activities: planning, identification and registration, status accounting, control, verification and audit, reporting, role for the evaluation of change effects.
Configuration Items: categories, attribute, relationships, status, unique reference number
Configuration Management Database (CMDB) Scope and level of detail of CMDB (value of information) Variant and Baselines Licence Management Configuration Management process supports all other service management processes 20
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
ITIL Foundation Course V1.0 Introduction to the IT Infrastructure Library Configuration Management
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
© 2004 IBM Corporation
IBM Global Services
Unit 07
Configuration Management Content:
Configuration Management – objective and overview Some definitions Responsibilities and obligations Important aspects: – Configuration Management Database (CMDB) – Interfaces to other SM processes – Variant and baseline – License management Benefits, costs, risks
Best practices Summary 2
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Integration into the IPW Model
Source: IPW Model is a trade mark of Quint Wellington and KPN Telecoms 3
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Mission Statement
Configuration Management provides a logical model for the infrastructure or a service by identifying, controlling, maintaining, and verifying the versions of Configuration Items (CIs) in existence. Configuration Management covers the identification, recording, and reporting of IT components, including their versions, constituent components, and relationships. Items that should be under the control of Configuration Management include hardware, software, and associated documentation. The goal of Configuration Management is to provide IT infrastructure control through the identification, registration, monitoring, and management of: All the Configuration Items of the IT infrastructure in scope
All configurations, versions, and their documentation All changes, errors, service level agreements, and history of the components in general
Relationships between the different components Exceptions between configuration records and the real infrastructure
4
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Tasks
Configuration Management is responsible for:
Specification of versions, configuration status accounting of all current and historical data concerned with each CI throughout its lifecycle
Documentation of the relationship between all CIs
Tracing records about any CI Ensuring that only authorised changes
IT Infrastructu re Planning Identification & naming
on a Configuration Item have been implemented
Status proof
Reviews and audits that verify the
physical existence of CIs and check that only authorised and identifiable CIs are accepted and correctly recorded in the Configuration Management system.
5
ITIL Foundation Course | Student material v1.0
Control
CMDB Verification and audit
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Definition: Configuration Item All components that are part of the IT infrastructure are called Configuration Items (CIs). Configuration Items:
Are required to provide services Should be clearly identifiable Are submitted for changes Have to be administered Configuration Items have:
A category Relationships An attribute A status
6
ITIL Foundation Course | Student material v1.0
CI
CI
CI CI
CI
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Definition: Configuration Item – Scope and Level of Detail
L e v e l o f d e t a i l
Service
Hardware
Software
Network printer
DocumenEnvironment tation
PC
Software bundle
Local printer
HD
USV
Keyboard
CPU
SLA
DBMS
W.P.
scope 7
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Tasks
Configuration identification
Configuration Control Configuratio n Managemen t
Verification and Audit
8
ITIL Foundation Course | Student material v1.0
Status Accounting
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Configuration Management Database (CMDB) – Structure Overview IT Infrastructure
Hardware
Software
Network
Documentation
CI Categories
Suite 1
Suite 2
Superordinated CI (Parent) Program 1- 1
Program 1- 2
Program 1- 3
Subordinated CI (Children) Module 1- 2- 1 9
ITIL Foundation Course | Student material v1.0
Module 1- 2- 2 © 2004 IBM Corporation
IBM Global Services
Configuration Management
n aw
w ith dr
m ai
nt en an ce
uc tio n) od pr in
ve
(in
k Li
st oc in
er ed in de ve lo pm In en te t st
or d
pl
an ne d
CMDB – Status of CI
Lifecycle of a CI
CMDB scope
10
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Interfaces with all other processes Problem finding and solution process
Start
11
Strategic processes
Incident
Finance
Problem Known error RFC Approved change
Architectures Configuration Management Data Base (CMDB)
Changed, tested, implemented
Other modules Service Level Management IT Continuity Management
Closure ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Relationship with Release and Change Management Release Management
Configuration Management Documentation and configuration audit
Impact analysis
Reporting of affected CIs, areas, and people
Approve change
Update documentation
Implementation (includes pre-release testing for software)
Distribution of software and hardware documentation
Update documentation
Post-implementation review Close RFC
Store changed CIs according to quality required
Definitive Software Library
Register RFC and assign ID
Configuration Management Database
Change Management
Closure
Example: release of new software 12
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
CIs and their relations to other processes
Incident Record
Change Record
CI Known Error Record
Problem Record
Service / SLA
13
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Variant and Baseline
Variant Configuration items with same base functionality, but with minor differences (for example, a printer with additional RAM is a variant of a printer). Baseline (basis of comparison) A configuration baseline is the configuration of a product or system established at a specific point in time, which captures both the structure and details of a configuration. It serves as a reference for further activities. An application or software baseline provides the ability to change or to rebuild a specific version at a later date. A configuration baseline is also a snapshot, or a position, that is recorded. Although the position may be updated later, the configuration baseline remains fixed as the original state and is thus available to be compared with the current position. A configuration baseline is used to assemble all relevant components in readiness for a change or release, and to provide the basis for a configuration audit and regression, for example after a change. The Configuration Management system should be able to save, protect, and report on a configuration baseline, its contents, and documentation. 14
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Licence Management
Responsibility for controlling and auditing software licences should be unambiguous and involves purchasing and Asset or Configuration Management.
Company directors, senior managers, and others, are liable to face imprisonment and fines if illegal software is found to be in use within their enterprise.
Purchase of unnecessary licences wastes resources. Configuration Management enables an enterprise to monitor and control software licences, from purchase to disposal.
15
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Benefits
Improved Asset Management Helps to minimize risks of changes Provides accurate information on CIs and their documentation Improves security by controlling the versions of CIs in use Facilitates adherence to legal obligations Helps in financial and expenditure planning Supports Release Management and Service Level Management
16
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Costs
Costs are outweighed by benefits, because Configuration Management allows handling of a large volume of changes, thus keeping quality. Configuration Management control reduces risks of viruses, wrong software, fraud, theft, and so on.
Staff costs for developing and running procedures Hardware and software configuration identification Hardware and software for the CMDB & DSL Customization of Configuration Management tool Integration with other Service Management tools Training and education
17
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Risks
Potential problem areas:
CIs with too much or too little detail Interfaces to other systems in which CI information is stored Keep the information in the CMDB accurate Roles and responsibilities Lack of configuration control Overambitious schedules and unrealistic expectations No commitment from management
18
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Best Practices
Early establishment of configuration management Show the extraordinary significance of the database thus created Enforce the compliance of change management processes Meticulous selection and design of support tools Inventory should be tool supported and automated "You can only control what you know or what is documented."
19
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
IBM Global Services
Configuration Management
Summary
Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining, and verifying the versions of Configuration Items (CIs) in existence.
Activities: planning, identification and registration, status accounting, control, verification and audit, reporting, role for the evaluation of change effects.
Configuration Items: categories, attribute, relationships, status, unique reference number
Configuration Management Database (CMDB) Scope and level of detail of CMDB (value of information) Variant and Baselines Licence Management Configuration Management process supports all other service management processes 20
ITIL Foundation Course | Student material v1.0
© 2004 IBM Corporation
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