OverviewThis is the Safari online edition of the printed book.
Practical, 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
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
