Implementing ITIL Configuration Management

CHAPTER 4. Customizing the Configuration Management Process

In a configuration management project, you can easily focus on data, schemas, tools, and techniques, but forget the most important piece of the foundation—the process work. By process, I mean the documented set of defined inputs, workflows, and specific outputs for each activity involved in the configuration management program. The configuration management process must define how the data will be gathered, and more importantly, how it will be maintained accurately. Tools will sit idle if the process does not define when and how they are to be used. Organizations will be inefficient if they don’t have a reliable process to follow. Every organization has a configuration management process ...