Download - Configuration Management
IBM Global Services
© 2004 IBM Corporation
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ITIL Foundation Course V1.0Introduction to the IT Infrastructure Library
Configuration Management
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Unit 07Configuration 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
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementIntegration into the IPW Model
Source: IPW Model is a trade mark of Quint Wellington and KPN Telecoms
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementMission 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
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementTasks
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 on a Configuration Item have been implemented
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.
CMDB
IT Infrastructu
re
IT Infrastructu
re
Control
Status proof
Verificationand audit
PlanningIdentification & naming
Configuration Management is responsible for:
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementDefinition: Configuration Item
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 statusCI
CI
CI
CICI
All components that are part of the IT infrastructure are called Configuration Items (CIs).
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementDefinition: Configuration Item – Scope and Level of Detail
ServiceService HardwareHardware SoftwareSoftware Documen-tation
Documen-tation EnvironmentEnvironment
Level of detail
Level of detail
Networkprinter
Localprinter
PC
HD Keyboard SLA
USV
Softwarebundle
DBMS W.P. e-mail
scopescope
CPU
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementTasks
Configuration
Management
Configuration
Management
Verification and Audit
Status Accounting
Configuration Control
Configuration identification
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementConfiguration Management Database (CMDB) – Structure Overview
IT InfrastructureIT Infrastructure
HardwareHardware SoftwareSoftware NetworkNetwork DocumentationDocumentation
Suite 1Suite 1 Suite 2Suite 2
Program 1- 1Program 1- 1
Program 1- 3Program 1- 3
Program 1- 2Program 1- 2
Module 1- 2- 1Module 1- 2- 1
Module 1- 2- 2Module 1- 2- 2
CI Categories
Superordinated CI(Parent)
Subordinated CI(Children)
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementCMDB – Status of CI
Lifecycle of a CI
plan
ned
orde
red
in d
evel
opm
ent
In te
st
in sto
ckLive
(in
prod
uctio
n)
in m
aint
enan
cewith
draw
n
CMDB scope
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementInterfaces with all other processes
Start
Closure
Incident
Problem
Known error
RFC
Approved change
Changed, tested,implemented
Configuration Management
Data Base (CMDB)
Pro
blem
find
ing
and
solu
tion
proc
ess
Finance
Architectures
Strategic processes
Other modules
Service Level Management
IT Continuity Management
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementRelationship with Release and Change Management
Configuration Management
Configuration Management
Change Management
Change Management
Release Management
Release Management C
on
figu
ration
Man
agem
ent D
atabase
Defin
itive So
ftware L
ibrary
Register RFC and assign ID
Impact analysis
Approve change
Implementation (includes pre-release testing for software)
Post-implementation review
Distribution of software and hardware documentation
Update documentation
Update documentation
Reporting of affected CIs, areas, and people
Documentation and configuration audit
Close RFC
Store changed CIs according to quality required
Closure
Example: release of new software
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementCIs and their relations to other processes
CICI
Incident RecordIncident Record
Problem RecordProblem Record
Service / SLAService / SLA
Known Error RecordKnown Error Record
Change RecordChange Record
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementVariant and Baseline
VariantConfiguration 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.
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementLicence 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.
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementBenefits
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
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementCosts
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
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementRisks
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
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementBest 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."
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IBM Global Services
ITIL Foundation Course | Student material v1.0 © 2004 IBM Corporation
Configuration ManagementSummary
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