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Configuration Management - Service Asset and Configuration Management

Service Asset and Configuration Management (SACM) manages the service assets and Configuration Items (CIs) in order to support the other service management processes. SACM defines the service and infrastructure components and maintains accurate configuration records.

Basic concepts: A Configuration Item (CI) is an asset, service component or other item that is (or will be) controlled by configuration management.

An attribute is a piece of information about a CI. For example version number, name, location et cetera.

A relationship is a link between two CIs that identifies a dependency or connection between them. Relationships show how CIs work together to provide a service.

By maintaining relations between CIs a logical model of the services, assets and infrastructure is created. This provides valuable information for other processes.

A configuration structure shows the relations and hierarchy between CIs that comprise a configuration.

Configuration management ensures that all CIs are provided with a baseline and that they are maintained. A baseline can be used to restore the IT infrastructure to a known configuration if a change or release fails.

CIs are classified (the act of assigning a category to a CI) to help manage and trace them throughout their lifecycles, for instance: service, hardware, software, documentation, staff.

A Configuration Management Database (CMDB) is a database used to store configuration records of CIs. One or more CMDBs can be part of a Configuration Management System.

In order to manage large and complex IT services and infrastructures SACM needs to use a supporting system: the Configuration Management System (CMS).

Various libraries are defined:

  • A secure library is a collection of software and electronic CIs (documents) of aknown type and status.
  • A secure store is a secure location where IT assets are stored.

The Definitive Media Library (DML) is a secure store where the definitive, authorized (approved) versions of all media CIs are stored and monitored.

Definitive spares are spare components and assemblies that are maintained at the same level as the comparative systems within the live environment.

A snapshot ("moment in time") is the state of a configuration at a certain point in time (for instance when it was inventoried by a discovery tool). It can be recorded in the CMS to remain as a fixed historical record of the configuration, not necessarily authorized.

Activities The basic SACM process activities consist of:

  • Management and planning - The management team and configuration management decide what level of configuration management is needed and how this level will be achieved. This is documented in a configuration management plan.
  • Configuration identification - Configuration identification focuses on establishing a CI classification system. Configuration identification determines: the configuration structures and selection of CIs; the naming conventions of CIs, the CI labels; relations between CIs, the relevant attributes of CIs, type of CIs et cetera.
  • Configuration control - Configuration control ensures that the CIs are adequately controlled. No CIs can be added, adapted, replaced or removed without following the agreed procedure.
  • Status accounting and reporting - The lifecycle of a component is classified into different stages. For example: development or draft, approved and withdrawn. The stages that different types of CIs go through must be properly documented and the status of each CI must be tracked.
  • Verification and audit - SACM conducts audits to ensure that there are no discrepancies between the documented baselines and the actual situation; and that release and configuration documentation is present before the release is rolled out.

Inputs and outputs Updates to assets and CIs are triggered by RFCs, service requests and incidents.

Other ITIL Processes

In order to have a good understanding of ITIL and the importance of configuration management, we first define what ITIL is: ITIL is literally a collection of documentation.

This documentation can help IT organizations implement the best practices. The documentation grows and grows as more successful techniques are documented and guidelines established for what can make others successful. The latest ITIL resources are published by the UK Office of Government Commerce (OGC).

Integrated service delivery refers to the need for Configuration Management, Change Management, Incident Management, Problem Management and Release Management processes that are linked together in a meaningful manner. For example, the process of releasing components to the live environment (the domain of Release Management) is also an issue for Configuration Management and Change Management whilst the Service Desk is primarily responsible for liaison between IT providers and the Users of services. This section highlights the links and the principal relationships between all the Service Management and other infrastructure management processes.

ITIL processes fall under Operational Layer or Tactical Layer, as follows:

Operational Layer: Configuration Management - Service Desk Management - Incident & Problem Management - Change Management - Release Management
Tactical Layer: Service Level Management - Availability Management - Capacity Management - Continuity Management - Financial Management