OWD090706(slide)GGSN9811 V900R007C01 APN configuration-20081020-B-V1.0
Configuration management - introduction v1.0 tj
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Transcript of Configuration management - introduction v1.0 tj
C O N F I G U R AT I O N M A N AG E M E N T- G E N E R A L I N T R O D U C T I O N
Tijs van Velthoven
2015
CONTENT
� What is Configuration Management (Cfm)What is Configuration Management (Cfm)What is Configuration Management (Cfm)What is Configuration Management (Cfm)
� Cfm in IT Service DeliveryCfm in IT Service DeliveryCfm in IT Service DeliveryCfm in IT Service Delivery
� Why CfmWhy CfmWhy CfmWhy Cfm
� Added valueAdded valueAdded valueAdded value
1B Y T I J S V A N V E L T H O V E N
WHAT IS CONFIGURATION MANAGEMENT
CONFIGURATION MANAGEMENT
3
A Process to Ensure:
�The configuration items (CIs) required to deliver
services are properly controlled
�Accurate and reliable information about those CIs is
available when and where it is needed
�Makes use of the Configuration Management Database
(CMDB) as central tool
B Y T I J S V A N V E L T H O V E N
CONFIGURATION MANAGEMENT DATABASE (CMDB)
4
� Contains information of all relevant service components & relations
� Xxx-company uses Remedy on Demand CMDB
B Y T I J S V A N V E L T H O V E N
C F M I N I T- S E RV I C E D E L I V E RY
Part of IT Service Delivery (see next slide)
Team located in xxx
Configuration Manager – xxx
Operational Process Manager– Tijs van Velthoven
CFM IN IT SERVICE DELIVERY
B Y T I J S V A N V E L T H O V E N 6
CFM IN IT SERVICE DELIVERY
Insert Org Chart here
B Y T I J S V A N V E L T H O V E N 7
ROLES IN CFM
CI Owner (Service Owner/Manager)
Specialist(main users; i.e. engineers)
Configuration Manager
Configuration Librarian (Service Delivery Manager)
B Y T I J S V A N V E L T H O V E N 8
ROLES IN CFM
9
CI Owner
(Service Owner/Manager)
�The CI owner is responsible
for the CI and arranging
support on the CI
B Y T I J S V A N V E L T H O V E N
10
Configuration Manager
ROLES IN CFM
� Ensure Cfm-standards are applied
� Ensure that CMDB functions
correctly through:- correct identification
- control & audit of CI’s and associated
relationships
� Work with Process, Operations
and Business representatives to
ensure CI updates are completed
in a timely manner
B Y T I J S V A N V E L T H O V E N
ROLES IN CFM
11
Configuration Librarian
(Service Delivery Manager)
�Ensure the CMDB content is
maintained
- on time
- in Quality (complete & correct)
�Complete all audit and
corrective action items as
identified through the
process of confirming CI
accuracy
B Y T I J S V A N V E L T H O V E N
12
Specialist
(i.e. Engineers)
ROLES IN CFM
�Repair or change the actual
CIs or its attributes
�Deliver the correct data
concerning the CI
B Y T I J S V A N V E L T H O V E N
13
CFM PROCESS ACTIVITIES
Cfm Management and Planning
Configuration identification
Configuration control
Verification and audit
Status accounting and reporting
New Service
Changing Service
Removing Service
On-going
Daily
Operations
B Y T I J S V A N V E L T H O V E N
14
CFM PROCESS ACTIVITIES
�Preparatory stage of Configuration Management
�Cfm Plan updated with these Service-items:� Scope of service, environment & infrastructure, location(s)
� Requirements, policies and standards, roles & responsibilities
� Configuration Management system and tools
� Process activities and procedures
� Relationships with other processes, 3rd parties, tools & resource
requirements
�Triggered by Service Level Management
�Output is updated Cfm Plan
Cfm Management & Planning
B Y T I J S V A N V E L T H O V E N
15
Configuration identification
�Establish Configuration Management System
�Document detailed service configuration structure
& identify all components in the service� Including the baseline (agreed starting configuration)
�Load the CMDB with the data of the components
�Register the components’ relationships &
dependencies
�Output is updated CMDB
CFM PROCESS ACTIVITIES
B Y T I J S V A N V E L T H O V E N
16
Configuration control
� Implement service management controls according
to Cfm Plan
�CMDB updates from service management processes
�Validate updates
�Record baseline variances
�Remove unauthorized or corrupt records
�Evaluate service management controls
CFM PROCESS ACTIVITIES
B Y T I J S V A N V E L T H O V E N
17
Verification and audit
� Schedule audits
�Verify CI existence
�Verify CI accuracy
�Document corrective action plans
�Execute corrective action plans
CFM PROCESS ACTIVITIES
B Y T I J S V A N V E L T H O V E N
18
Status accounting & reporting
�Provide baseline and traceability reports
�Provide CI status reports
�Produce Process KPI reports
�Produce reports according to add hoc
requirements
CFM PROCESS ACTIVITIES
B Y T I J S V A N V E L T H O V E N
WHY CFM & CMDB
20
Why do we need Cfm?Why do we need Cfm?Why do we need Cfm?Why do we need Cfm?
B Y T I J S V A N V E L T H O V E N
WHY DO WE NEED CFM?
ONE SOURCE OF TRUTH
21
� The source for quantity based billing
� Help IT-Staff understand the configuration and
relationships of services, and CIs that provide them
� Demonstrate control of assets and servicesB Y T I J S V A N V E L T H O V E N
22
WHY DO WE NEED CFM?
END-2-END SUPPORT
� Logical model of the IT Infrastructure & Services
� Support efficient & effective service management
processes by providing accurate CI information
� Reduce cost & time to discover configuration
information when it is neededB Y T I J S V A N V E L T H O V E N
WHY DO WE NEED CFM?
BASIS FOR INCIDENT/PROBLEM ANALYSIS
23
� Resolution of Incidents & Problems within the
service level targets
B Y T I J S V A N V E L T H O V E N
WHY DO WE NEED CFM?
BASIS FOR PROPER CHANGE IMPACT ANALYSES
24
� Better forecasting and planning of Changes
� Successful assessment, planning & delivery of Changes
� Traceability of Changes from requirements
B Y T I J S V A N V E L T H O V E N
WHAT DOES A CI LOOK LIKE IN CMDB?
25
Enter screenshot of CI here
Enter screenshot of design
(topology) here
B Y T I J S V A N V E L T H O V E N
MORE ADDED VALUE OF CMDB FOR INCIDENT
MANAGEMENT AND CHANGE MANAGEMENT
26B Y T I J S V A N V E L T H O V E N
27
User reports a server is not accessible CMDB
Related Incident
Related Change
Location
Functional Role
Support Group
Where is the server located?
Who can support on solving the issue?
What services can be impacted by this
issue?
Is there any recent change on this
server?
Is there other issues reported related to
this server?
Right
prioritizing
First time right
assignment
Efficient use of
resources
For Incident MGTFor Incident MGTFor Incident MGTFor Incident MGT
First Line
B Y T I J S V A N V E L T H O V E N
28
A change is raised to configure a server CMDB
Related Change
Support Group
Location
Functional Role
Maintenance Window
Which Site/ Business Which Site/ Business Group might be
impacted
What time can the change be
implemented?
What services can be impacted by during the configuration?
Who to implement the change?
Is there any recent change on this
server? Any conflict on schedules?
For Change MGTFor Change MGTFor Change MGTFor Change MGT Support the
Impact Analysis
Business service
interruption
known
Successful
scheduling of
changes
First time right
assignment
Change Management
& Engineers B Y T I J S V A N V E L T H O V E N
QUESTIONS
29B Y T I J S V A N V E L T H O V E N