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Chapter 6 ■ Service Transition • Maintain historical information of CIs and their planned states as well • Ensure CMDB is accurate at all times • Support other processes by providing accurate and up-to-date configuration and asset management data 6.4.3.6 Scope of Service Asset and Configuration Management Let’s looks at the scope of the service asset and configuration management individually. 6.4.3.6.1 Asset Management The asset management part of the SACM process is where the accountability of all the service assets happens. Under this, the service assets are identified, accounted for, managed, and controlled. The type of assets that will be individually managed will be at the discretion of the service provider organization. For example, the service provider might decide to include the monitor as a part of a desktop, and not manage the monitor individually but under the whole unit of a desktop computer. The question to ask is how well a service provider is able to manage the service assets, without any compromises to the users, service provider personnel, and to the services. Based on this, the service design lifecycle phase deems whether certain service assets are within or outside the scope for individual management. Remember that every single asset has to be managed. Whether they would be managed individually or as a group is at the service provider’s discretion. In most organizations, service assets have a financial value associated with them. The user group that enjoys the service will be charged for the assets leveraged. For example, if I am using a laptop, each year my business unit gets billed a certain amount of money for the laptop that I use. Of course, it is notional charging, where an actual exchange of money does not take place. But, it is a good practice to keep track of assets and their financial information across the organizational units. 6.4.3.6.2 Configuration Management The customer decides the scope of CIs in their organization. I discussed this earlier. Based on the customer scoping, all CIs that directly impact services by their presence of lack thereof will generally be brought under the purview of the SACM process. In short, every identified CI is in scope, including the ones in stores and DML. Remember that both hardware and software pieces of the service are considered CIs. Hardware CI examples include servers, routers, datacenter, and racks. Software CIs include operating systems, business applications, and licensed software. The complete management of CIs, which encompasses the CI attributes, the relationships, and the configuration baselines, is brought under the management of SACM and is governed through the change management process. 142
Chapter 6 ■ Service Transition 6.4.4 Knowledge Management The journey of a thousand miles begins with one step. —Lao Tzu As people start working in the IT field, they begin to understand the business of IT and become aware of the required work etiquettes. They learn to handle stakeholders and customers, they start managing teams, start leading engagements, and then move on to greater heights. This is a typical maturity cycle for an IT professional. Likewise, organizations also go through a maturity lifecycle. It takes time, experience, and learning that the work brings in. One of the secrets to maturing on a fast-paced ladder is learning to capture knowledge, document experiences, and analyze failures. The ones who do these the best will learn from their mistakes and focus on new targets every time they set their sights on a goal. Knowledge management is the key to success, even for an organization that has matured over the years. It is critical for organizations to avoid reinventing the wheel. If there is an SLA breach, the service provider organization must have learned from the past to jump into action right away rather than sit on the analysis bench. Current standards expect them to hit the ground running, and the only way they can achieve this is with the backbone created by a knowledge architecture that provides the right information at the right point in time. Risks are inherent in every IT organization. One such risk is the attrition caused by employees jumping ship. What are the mitigation plans if there is excess attrition? Companies learn from the past and from the experience of others to (a) offer industry standard salaries and benefits, (b) provide growth opportunities for employees, and (c) maintain bench strength. When risk comes calling, they start enacting the plans executing measures to retain talent and to protect delivery to their customers. A not-so-mature organization might falter in being reactive to the situation and come up with actions after the eventuality and not before or during the risk proceedings. 6.4.4.1 Objectives of Knowledge Management Knowledge management exists to support the service provider organization to succeed and to be better prepared for the decisions it needs to undertake. It is not a process that a is customer facing, but it’s effects make a difference in how decisions are made, customers are managed, and issues are dealt with. The purpose of the knowledge management process as per the ITIL service transition publication is to share perspectives, ideas, experience, and information; to ensure that these are available in the right place at the right time to enable informed decisions; and to improve efficiency by reducing the need to rediscover knowledge. The objectives of knowledge management are: • Support the service provider organization to make sane decisions based on the wealth of information, experience, and learning • Support the service provider to better efficiency and effectiveness of the services delivered to the customer 143
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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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3.2 ITIL Roles Chapter 3 ■ ITIL S
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CHAPTER 4 Service Strategy A strate
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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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