ITIL 相关资料 培训 理论 考试72651710

Slide1ConfigurationManagementSlide2Goal–PrimaryObjective•ToprovidealogicalmodeloftheITinfrastructurebyidentifying,controlling,maintainingandverifyingtheversionsofALLConfigurationItemsinexistence.Slide3TypesofCIs•4CITypes1.Hardware2.Software3.DocumentationProcessesandProceduresTechnicaldocumentationDiagrams/Charts4.ITStaffNOTUSERSSlide4•AccountforALLITassets•ProvideaccurateinformationtosupportotherServiceManagementprocesses•ProvideasoundbasisforallotherServiceManagementdisciplines•VerifyrecordsagainsttheinfrastructureandtocorrectexceptionsWhyConfigurationManagement?Slide5•Planning-Strategy,policy,scope,objective,roles&responsibilities-ConfigMgtprocesses,activitiesandprocedures-CMDB,Relationshipswithotherprocessesand3rdparties-Toolsandresourcerequirements•Identification-Selection,identificationandlabellingofallCIs-Relationships•Control-Authorisedadditions,modificationsandremovalofCIs•StatusAccounting-ThereportingofallcurrentandhistoricaldataofeachCIOrdered,UnderRepair,Live,Test…….•Verification&Auditing-ReviewsandauditstoverifyphysicalexistenceofCIs5ActivitiesofConfigurationManagementSlide6•ConfigurationItems(CIs)Componentofaninfrastructurethatis(oristobe)underthecontrolofConfigurationManagement•ConfigurationManagementDatabase(CMDB)AdatabasethatcontainsallrelevantdetailsofeachCIanddetailsoftheimportantrelationshipsbetweenCIs•BaseLevelThelowestlevelatwhichCIsareuniquelyidentified•Baseline–ASNAPSHOTTheconfigurationofaproductorsystemestablishedataspecificpointintime,capturingbothstructureanddetailsKeyConsiderationsSlide7ProgrammeCExampleSoftwareStructureSoftwareSystemSubroutine2ProgrammeBApplication2Module1Application1Application3ProgrammeASubroutine1BASELEVEL(CILevel)ThelowestlevelatwhichCI’sareuniquelyidentifiedSlide8Attributes•Attributes-UniqueIdentifier-CITypeID-Name-VersionNumber-Model/typeidentification-Place/location-Supplier-CIHistory-Status-Relationships-VARIANTSSlide9Relationships•Relationships-..isaparent/childof..-..isaversionof..-..isconnectedto..-..appliesto..(e.g.documentation)-..isusedfor..(CI’srelatedtoservice)-..isavariantof..(MSDictionaryEnglishvs.Dutch)AnyothersthataremeaningfulandusefultotheorganisationcanbeusedSlide10Benefits•ProvidesaccurateinformationonCIsandtheirdocumentationtosupportallotherServiceManagementdisciplines•Facilitatesadherencetolegalandcontractualobligations•ImprovessecuritybycontrollingtheversionsofCIsinuseSettingupConfigurationManagementTheplanningprocessforsettingupcouldtakeupto6months.Actualimplementationmaytakemuchlonger,butthebenefitsofConfigurationManagementshouldoutweighthecostSlide11ExamTips••ThekeytoconfigurationmanagementisthatitidentifiesRELATIONSHIPSbetweenCI’s••ConfigurationActivitiesPlanningIdentificationofConfigurationitem(CI)ControlStatusAccounting(ordered,delivered,tested,installed,underrepair,retired)Verification&Audit••ConfigurationManagementDatabaseHardwareSoftwareDocumentationITStaffCFigSlide12ExamTipsContinued•DocumentationCI’sProcessesandProceduresTechnicalDocumentationOrganisationalCharts/Diagrams•AllCI’shaveanumberofATTRIBUTESCIS’sALWAYShaveUniqueIDandCITypeIDattributes•BaseLevellowestlevelaCIisuniquelyidentified•Baseline=SnapshotofCMDBstructureanddetail•CIVariantisanadditionalCIattributee.g.KeyboardCImayhaveFrenchandEnglishvariantsSlide13ExamQuestions•WhatinformationdoesConfigurationMgtprovidetotheITmanagementofanorganisation?AVariationsfromagreedservicelevels(IM)BTimespentoninvestigationanddiagnosisbyeachsupportgroup(IM)CNumberofincidentsandproblemspercategory(IM)DDetailsandhistoryoftheITinfrastructureSlide14ExamQuestions•AConfigurationManagementDatabase(CMDB)cancontaindifferentConfigurationItems(CIs).WhichoftheitemsbelowwouldNOTnormallyberegardedasaCI?AAusernameBAvideomonitor(SW)CAbought-insoftwarepackage(HW)DAprocedure(DOC)Slide15ExamQuestions•WhatisthemaindifferencebetweenaCMDB(ConfigurationManagementDatabase)andatypicalassetregister?AACMDBisacomputerisedsystem–mostassetregistersarenotBThereisnodifferenceCOnlyhardwareandsoftwareisrecordedinaCMDBDACMDBisadatabasethatshowstherelationshipsbetweenitemsSlide16ExamQuestions•WhichofthefollowingcanberegardedasCIs?1Hardware2Documentation3Staff(NOTUSERS)4Software5NetworkcomponentsA1,4&5B1,2,4&5C1&4DAllofthem