Implementing ITIL Configuration Management

Book description

Pr>ctical, Real-World ITIL Configuration Management—From Start to Finish

The IT Infrastructure Library® (ITIL) places the “best practices” in IT operations at your command. ITIL helps you make better technology choices, manages IT more effectively, and drives greater business value from all your IT investments. The core of ITIL is configuration management: the discipline of identifying, tracking, and controlling your IT environment’s diverse components to gain accurate and timely information for better decision-making.

Now, there’s a practical, start-to-finish guide to ITIL configuration management for every IT leader, manager, and practitioner. ITIL-certified architect and solutions provider Larry Klosterboer helps you establish a clear roadmap for success, customize standard processes to your unique needs, and avoid the pitfalls that stand in your way.

You’ll learn how to plan your implementation, deploy tools and processes, administer ongoing configuration management tasks, refine ITIL information, and leverage it for competitive advantage. Throughout, Klosterboer demystifies ITIL’s jargon, illuminates each technique with real-world advice and examples, and helps you focus on the specific techniques that offer maximum business value in your environment.

Coverage includes

  • Assessing your current configuration management maturity and setting goals for improvement

  • Gathering and managing requirements to align ITIL with organizational needs

  • Describing the schema of your configuration management database (CMDB)

  • Identifying, capturing, and organizing configuration data

  • Choosing the best tools for your requirements

  • Integrating data and processes to create a unified logical CMDB and configuration management service

  • Implementing pilot projects to demonstrate the value of configuration management and to test your planning

  • Moving from a pilot to wide-scale enterprise deployment

  • Defining roles for deployment and ongoing staffing

  • Leveraging configuration management information: Reporting and beyond

  • Measuring and improving CMDB data accuracy

  • Covers ITIL version 3.

    Preface xvii

    Acknowledgments xxi

    About the Author xxiii

    Chapter 1: Overview of Configuration Management 1

    Part I: Planning for Configuration Management 17

    Chapter 2: Gathering and Analyzing Requirements 19

    Chapter 3: Determining Scope, Span, and Granularity 37

    Chapter 4: Customizing the Configuration Management Process 55

    Chapter 5: Planning for Data Population 67

    Chapter 6: Putting Together a Useful Project Plan 85

    Part II: Implementing Configuration Management 97

    Chapter 7: Choosing the Right Tools 99

    Chapter 8: Implementing the Process 117

    Chapter 9: Populating the Configuration Management Database 127

    Chapter 10: Choosing and Running a Pilot Program 137

    Chapter 11: Communication and Enterprise Roll Out 149

    Part III: Running an Effective Configuration Management System 161

    Chapter 12: Building a Configuration Management Team 163

    Chapter 13: The Many Uses for Configuration Information 179

    Chapter 14: Measuring and Improving CMDB Accuracy 193

    Chapter 15: Improving the Business Value of Configuration Management 207

    Index 217

    Product information

    • Title: Implementing ITIL Configuration Management
    • Author(s): Larry Klosterboer
    • Release date: December 2007
    • Publisher(s): IBM Press
    • ISBN: None