Configuration management is the tracking, recording and monitoring of the elements of a business IT system and any changes and developments. This book combines the ITIL(R) view of configuration management with expert feedback from practitioners who have implemented configuration management in a wide range of real environments. Invaluable to IT professionals who are implementing configuration management and also to technology-savvy business managers who need to use automated business services.

About the Author

Shirley Lacy is the UK Principal Expert on the ISO Working Group for Process Assessment standards for software, systems and service management. She has worked for the BBC, Vodaphone, Glaxo, and Cap Gemini. David Norfolk is currently a journalist and an industry analyst with Bloor Research. He has worked in the public sector and in banking.

Table of Contents

1 Introduction 2 The 21st-century CMDB/CMS 3 Judging the value of CMDB/CMS 4 Overcoming the barriers to the CMS 5 Case study of a CMS implementation 6 How to improve an existing configuration management process 7 Service management requirements for a CMDB/CMS 8 Strategy and vision 9 Selecting CMS tools 10 Populating a CMDB: process design 11 Implementation 12 Good ideas... and ones to avoid APPENDIX