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Chapter 6 ■ Service Transition server manufacturer model serial number cpu architecture physical memory operating system ip address Figure 6-4. Illustration of a configuration management database model Any service asset that is critical or that directly impacts a service is a configuration item. This definition gives rise to a number of types of CIs that could potentially be leveraged in a service provider organization. Human CIs (workforce management), document CIs (document management), business CIs (the business processes that connects business side of things), software CIs (business applications and in-house developed software), and hardware CIs (server, router) are some examples. An organization can choose to hand over only software and hardware CIs to SACM, human CIs to HR departments, and document CIs to documentation teams. It is entirely their decision how to manage the CIs appropriately. 6.4.3.2 Configuration Management Database A configuration management database (CMDB) is a repository containing all the CIs including their relationships. An example of a CMDB model is illustrated in Figure 6-5. 138
Chapter 6 ■ Service Transition Accounts Receivables (Business Function) Provided By Accounting (Users) Uses Accounting System (Service) Provided By PC50441 (Computer) Installed On QuickBooks (Software) Installed On TYO_SERV_01 (Server) Prints To Connected Connected TYO_SWITCH_01 (Network Device) Connected TYO_PRINT_01 Figure 6-5. Configuration management system illustration Within the CMDB, you can have multiple services, the individual CIs, and their relationships. Most modern ITSM tools, such as BMC Atrium, offer placeholders to record the upstream and downstream impacts. If you pick up a service and would like to see it visually, to see how CIs connect to one another, you will see an array of connections between the CIs, as illustrated in Figure 6-5. Using this visual image, other processes such as incident management can troubleshoot incidents with ease, and processes like change management can identify upstream and downstream impacts with a click of a button. Imagine if this were not in place, the whole activity involving analysis and troubleshooting would be tough. In an organization, you could have multiple CMDBs depending on the requirement, business structure, and customer obligations. For example, you can have a CMDB for business units A, B, and C, a CMDB separately for customer ABC, and yet another CMDB for internal infrastructure and software. There is no limit, as long as the logic makes sense to manage, control, and keep matters un<strong>com</strong>plicated. 6.4.3.3 Configuration Management System The configuration management system (CMS) is the super database that contains all the CMDBs and more in its ecosphere. It is the layer that integrates all the individual CMDBs along with other databases in the IT service management space, such as known error database, incident records, problem records, service request records, change records, and release records. Figure 6-6 provides an illustration of a CMS. 139
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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Chapter 2 ■ Generic Concepts 2.1.
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Chapter 2 ■ Generic Concepts 2.2.
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CHAPTER 3 ITIL Service Lifecycle Th
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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