ITIL 相关资料 培训 理论 考试72651710(共17张).pptx

1、Configuration Management1Goal Primary ObjectiveTo provide a logical model of the IT infrastructure by identifying,controlling,maintaining and verifying the versions of ALL Configuration Items in existence.2Types of CIs4 CI Types1.Hardware2.Software3.DocumentationProcesses and ProceduresTechnical doc

2、umentationDiagrams/Charts4.IT Staff NOT USERS3Account for ALL IT assetsProvide accurate information to support other Service Management processesProvide a sound basis for all other Service Management disciplinesVerify records against the infrastructure and to correct exceptionsWhy Configuration Mana

3、gement?4Planning-Strategy,policy,scope,objective,roles&responsibilities-Config Mgt processes,activities and procedures-CMDB,Relationships with other processes and 3rd parties-Tools and resource requirementsIdentification-Selection,identification and labelling of all CIs-RelationshipsControl-Authoris

4、ed additions,modifications and removal of CIsStatus Accounting-The reporting of all current and historical data of each CIOrdered,Under Repair,Live,Test.Verification&Auditing-Reviews and audits to verify physical existence of CIs5 Activities of Configuration Management5Configuration Items(CIs)Compon

5、ent of an infrastructure that is(or is to be)under the control of Configuration ManagementConfiguration Management Database(CMDB)A database that contains all relevant details of each CI and details of the important relationships between CIsBase LevelThe lowest level at which CIs are uniquely identif

6、iedBaseline A SNAPSHOTThe configuration of a product or system established at a specific point in time,capturing both structure and detailsKey Considerations6Programme CExample Software StructureSoftwareSystemSubroutine2Programme BApplication 2Module1Application1Application 3ProgrammeASubroutine1BAS

7、E LEVEL(CI Level)The lowest level at which CIs areuniquely identified7AttributesAttributes-Unique Identifier-CI Type ID-Name-Version Number-Model/type identification-Place/location-Supplier-CI History-Status-Relationships-VARIANTS8RelationshipsRelationships-.is a parent/child of.-.is a version of.-.

8、is connected to.-.applies to.(e.g.documentation)-.is used for.(CIs related to service)-.is a variant of.(MS Dictionary English vs.Dutch)Any others that are meaningful and useful to the organisation can be used9BenefitsProvides accurate information on CIs and their documentation to support all other

9、Service Management disciplinesFacilitates adherence to legal and contractual obligationsImproves security by controlling the versions of CIs in useSetting up Configuration ManagementThe planning process for setting up could take up to 6 months.Actual implementation may take much longer,but the benef

10、its of Configuration Management should outweigh the cost10Exam TipsThe key to configuration management is that it identifies RELATIONSHIPS between CIs Configuration Activities Planning Identification of Configuration item(CI)Control Status Accounting(ordered,delivered,tested,installed,under repair,r

11、etired)Verification&AuditConfiguration Management DatabaseHardware SoftwareDocumentationIT StaffCFig11Exam Tips ContinuedDocumentation CIsProcesses and ProceduresTechnical DocumentationOrganisational Charts/DiagramsAll CIs have a number of ATTRIBUTESCISs ALWAYS have Unique ID and CI Type ID attribut

12、esBase Level lowest level a CI is uniquely identifiedBaseline=Snapshot of CMDB structure and detailCI Variant is an additional CI attribute e.g.Keyboard CI may have French and English variants12Exam QuestionsWhat information does Configuration Mgt provide to the IT management of an organisation?A Va

13、riations from agreed service levels(IM)B Time spent on investigation and diagnosis by each support group(IM)C Number of incidents and problems per category(IM)D Details and history of the IT infrastructure13Exam QuestionsA Configuration Management Database(CMDB)can contain different Configuration It

14、ems(CIs).Which of the items below would NOT normally be regarded as a CI?A A user nameB A video monitor(SW)C A bought-in software package(HW)D A procedure(DOC)14Exam QuestionsWhat is the main difference between a CMDB(Configuration Management Database)and a typical asset register?A A CMDB is a compu

15、terised system most asset registers are notB There is no differenceC Only hardware and software is recorded in a CMDBD A CMDB is a database that shows the relationships between items15Exam QuestionsWhich of the following can be regarded as CIs?1Hardware2Documentation3Staff(NOT USERS)4Software5Network componentsA1,4&5B1,2,4&5C 1&4D All of them16演讲完毕，谢谢观看！