ITIL 相關資料 培訓 理論 考試 (2)ppt課件

1、Configuration Management1Goal Primary ObjectiveTo provide a logical model of the IT infrastructure by identifying,controlling, maintaining and verifying the versions of ALL Configuration Items in existence.2Types of CIs4 CI TypesHardwareSoftwareDocumentationProcesses and ProceduresTechnical document

2、ationDiagrams/Charts4.IT Staff NOT USERS3Account for ALL IT assetsProvide accurate information to support other Service Management processesProvide a sound basis for all other Service Management disciplinesVerify records against the infrastructure and to correct exceptionsWhy Configuration Managemen

3、t?4Planning- Strategy, policy, scope, objective, roles & responsibilities- Config Mgt processes, activities and procedures- CMDB, Relationships with other processes and 3rd parties- Tools and resource requirementsIdentification- Selection, identification and labelling of all CIs - RelationshipsContr

4、ol- Authorised additions, modifications and removal of CIsStatus Accounting- The reporting of all current and historical data of each CIOrdered, Under Repair, Live, Test .Verification & Auditing- Reviews and audits to verify physical existence of CIs5 Activities of Configuration Management5Configura

5、tion Items (CIs)Component of an infrastructure that is (or is to be) under the control of Configuration ManagementConfiguration Management Database (CMDB)A database that contains all relevant details of each CI and details of the important relationships between CIsBase LevelThe lowest level at which

6、 CIs are uniquely identifiedBaseline A SNAPSHOTThe configuration of a product or system established at a specific point in time, capturing both structure and detailsKey Considerations6Programme CExample Software StructureSoftwareSystemSubroutine2Programme BApplication 2Module1Application1Application

7、 3ProgrammeASubroutine1BASE LEVEL(CI Level)The lowest level at which CIs areuniquely identified7AttributesAttributes- Unique Identifier- CI Type ID- Name- Version Number- Model / type identification- Place / location- Supplier- CI History- Status- Relationships- VARIANTS8RelationshipsRelationships-

8、.is a parent/child of.- .is a version of.- .is connected to.- .applies to.(e.g. documentation)- .is used for. (CIs related to service)- .is a variant of. (MS Dictionary English vs. Dutch)Any others that are meaningful and useful to the organisation can be used9BenefitsProvides accurate information o

9、n CIs and their documentation to support all other Service Management disciplinesFacilitates adherence to legal and contractual obligationsImproves security by controlling the versions of CIs in useSetting up Configuration ManagementThe planning process for setting up could take up to 6 months. Actu

10、al implementation may take much longer, but the benefits of Configuration Management should outweigh the cost10Exam TipsThe key to configuration management is that it identifies RELATIONSHIPS between CIsConfiguration ActivitiesPlanningIdentification of Configuration item (CI)ControlStatus Accounting

11、 (ordered, delivered,tested, installed, under repair, retired)Verification & AuditConfiguration Management DatabaseHardware SoftwareDocumentationIT StaffCFig11Exam Tips ContinuedDocumentation CIsProcesses and ProceduresTechnical DocumentationOrganisational Charts / DiagramsAll CIs have a number of A

12、TTRIBUTESCISs ALWAYS have Unique ID and CI Type ID attributesBase Level lowest level a CI is uniquely identifiedBaseline = Snapshot of CMDB structure and detailCI Variant is an additional CI attribute e.g. Keyboard CI may have French and English variants12Exam QuestionsWhat information does Configur

13、ation Mgt provide to the IT management of an organisation?AVariations from agreed service levels (IM)BTime spent on investigation and diagnosis by each support group (IM)CNumber of incidents and problems per category (IM)DDetails and history of the IT infrastructure13Exam QuestionsA Configuration Ma

14、nagement Database (CMDB) can contain different Configuration Items (CIs). Which of the items below would NOT normally be regarded as a CI?AA user nameBA video monitor (SW)CA bought-in software package (HW)DA procedure (DOC)14Exam QuestionsWhat is the main difference between a CMDB (Configuration Management Database) and a typical asset register?AA CMDB is a computerised system most asset registers are notBThere is no differenceCOnly hardware and software is recorded in a CM