Implementing ITIL Configuration Management

CHAPTER 2. Gathering and Analyzing Requirements

The reason most organizations don’t end up with a satisfying configuration management process is that they don’t begin by identifying the needs that must be satisfied. It is important to define the criteria for success explicitly.

Everyone has a different understanding of what configuration management can do, and expectations generally are high. Each stakeholder group believes they know what configuration management should do for them, but very seldom are these expectations and assumptions clearly documented, or even consistently understood, within the group. This chapter describes how to corral all of your organization’s visions and hopes for configuration management and wrangle them into a solid ...