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Configuration Management: Expert guidance for IT service managers and practitioners - Revised by David Norfolk, Shirley Lacy

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8 STRATEGY AND VISION

OBJECTIVES

The objectives of this chapter are to get feedback on setting a vision and strategy for implementing configuration management and a CMS based on a case study from BT Global Services with BT Operate.

SUMMARY

The vision for configuration management and the CMS is a key part of the overall service strategy for an organisation (see the ITIL Service Strategy volume). The mapping of customer business outcomes to services and service assets can be accomplished as part of the CMS to support service management.

The case study demonstrated a top-down approach to clarifying and implementing a CM vision. It emphasised the idea that the roles and responsibilities of a configuration team should be defined up front as part of ...

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