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Configuration Management: Expert guidance for IT service managers and practitioners - Revised

Book Description

Configuration management is the tracking, recording and monitoring of the elements of a business IT system and any changes and developments. It contains details of the organisation’s infrastructure and processes that are used in the provision and management of IT services and is the vital underpinning for IT governance. This book includes expert feedback from practitioners who have implemented configuration management in a wide range of environments and is invaluable to IT professionals who are implementing configuration management and also to technology-savvy business managers who need to use automated business services. This revised edition is updated to reflect latest IT service management practice.

Table of Contents

  1. Front Cover
  2. Title Page
  3. Copyright
  4. Contents
  5. Figures and Tables
  6. Authors
  7. Abbreviations
  8. Glossary
  9. Useful websites
  10. Foreword
  11. 1. Introduction
    1. Introduction to the CMS
    2. Knowledge capture during the interactive sessions
    3. Acknowledgements
  12. 2. The 21st-Century CMDB/CMS
    1. Objectives
    2. Summary
    3. The normative view of what a CMS is for
    4. Contributors to the interactive session
    5. Participating practitioner community feedback
    6. Conclusion
  13. 3. Judging the Value of CMDB/CMS
    1. Objectives
    2. Summary
    3. The value of a CMS
    4. ITIL value statements
    5. Contributors to the interactive session
    6. Participating practitioner community feedback
    7. Conclusion
  14. 4. Overcoming the Barriers to theCMS
    1. Objectives
    2. Summary
    3. Barriers and critical success factors
    4. Contributors to the interactive session
    5. Participating practitioner community feedback
    6. Conclusion
  15. 5. Case Study of a CMS Implementation
    1. Objectives
    2. Summary
    3. CMS at associated newspapers
    4. Contributors to the interactive discussion
    5. Participating practitioner community feedback
    6. Conclusion
  16. 6. How to Improve An Existing Configuration Management Process
    1. Objectives
    2. Summary
    3. How to improve an existing CM process
    4. Contributors to the interactive session
    5. Participating practitioner community feedback
    6. Conclusion
  17. 7. Service Management Requirements for a CMDB/CMS
    1. Objectives
    2. Summary
    3. Service management requirements for a CMDB/CMS
    4. Contributors to the interactive session
    5. Participating practitioner community feedback
    6. Conclusion
  18. 8. Strategy and Vision
    1. Objectives
    2. Summary
    3. Service asset and configuration management visions and strategies
    4. Contributors to the interactive session
    5. Participating practitioner community feedback
    6. Conclusion
  19. 9. Selecting CMS Tools
    1. Objective
    2. Summary
    3. A basic implementation process
    4. Contributors to the interactive session
    5. Participating practitioner community feedback
    6. Conclusion
  20. 10. Populating a CMDB: Process Design
    1. Objectives
    2. Summary
    3. How do you populate your CMDB?
    4. Contributors to the interactive session
    5. Participating practitioner community feedback
    6. Conclusion
  21. 11. Implementation
    1. Objective
    2. Summary
    3. Bringing the CMS to fruition
    4. Contributors to the interactive session
    5. Participating practitioner community feedback
    6. Conclusion
  22. 12. Good Ideas… and Ones to Avoid
    1. Objectives
    2. Summary
    3. What works and what does not
    4. Contributors to the interactive session
    5. Participating practitioner community feedback
    6. Book conclusion
  23. Appendix: Key Concepts and Terms
    1. Systems, policies, processes and ‘just doing it’
    2. A consistent model for the terminology around change management
  24. Notes
  25. Index
  26. Back Cover