Service Asset and Configuration Management
SACM plays an important role in protecting the integrity of Service Assets and Configuration Items as well as provide accurate information about assets and Configuration Items that supportsthe service managementprocesses.
Purpose and Objectives
Service Asset and Configuration Management is a process that manages the service assets in order to support other service management processes.
The purpose of the Service Asset and Configuration Management process is to ensure that the assets requiredto deliver servicesare properly controlled, and that accurate and reliable information about those assets is available when and where it is needed.
The objectives of SACM are to:
• Ensure that assets under the control of the IT organization are identified, controlled and properly cared for throughout their lifecycle
• Identify, control, record, report, audit and verify services and other configuration items (CIs), including versions, baselines, constituent components, their attributes and relationships
• Account for, manage and protect the integrity of CIs through the service lifecycle by working with change management to ensure that only authorized components are used and only authorized changes are made
• Ensure the integrity of CIs and configurations required to control the services by establishing and maintaining an accurate and completeconfiguration management system (CMS)
• Maintain accurate configuration information on the historical, planned and currentstate of services and other CIs
• Support efficient and effective service management processes by providing accurate configuration information to enablepeople to make decisions at the right time
Service assets that need to be managed in order to deliver servicesare known as configuration items (CIs). Other service assets may be required to deliver the service, but if they cannot be individually managed then they are not configuration items. Every CI is a service asset, but many service assets are not CIs.
The scope of SACM includes management of the complete lifecycle of every CI. Service asset and configuration management ensures that CIs are identified, baselined and maintained and that changes to them are controlled. The scope includes interfaces to internal and external service providerswhere there are assets and configuration items that need to be controlled.
The basic activities of Configuration Management are as follows:
• Control: Ensuring that only authorized and identifiable CIs are accepted and recorded, from receipt to disposal.It ensures that no CIs are added, modified, replaced or removed without appropriate controlling documentation, e.g. an approved change request, and an updated specification.
• Planning: Planning and defining the purpose, scope, objectives, policies and procedures, as well as the organizational and tech-nical context, for Configuration Management.
• Verification and Audit: Configuration verification and audit comprises a series of reviews and audits that verify the physical existence of CIs, and checks that the CIs are correctly recorded in the CMDB and controlled libraries. It includes the verification of release and configuration documentation before changing the live environment.
• Status Accounting: The reporting of all currentand historical data of each CI throughout its life cycle. This enables changesto CIs and their recordsto be traceable, e.g. tracking the status of a CI as it changes from one state to another e.g. “under development”, “being tested”, “live”, or “withdrawn”.
• Identification: Selecting and identifying theconfiguration structures for all the infrastructure’s CIs, including the CI “owner”, their relationships and configuration documentation. This includes allocating identifiers and version numbers for CIs, labelling each item, and entering it in the Configuration Management Database(CMDB).
There are several important components in Service Asset and Configuration
• Secure Library
A collection of software, electronic or document CIs of a known type and status. Access to the secure library is restricted.
• Secure Store
A warehouse for IT assets. The store maintains reliable access to equipment of known quality.
• Definitive Spares (DS)
The physical storageof all spare IT components and assemblies maintained at the same level as within the live environment.
Snapshots are documentation of currentstate of Configuration Items or an environment which serves as a fixed historical record for Problem Management to analyze evidence as well as to facilitate systemrestore.
The snapshot enables:
• Problem Management to analyze evidence in respect of the situation pertaining to the time incidents actually occurred
• Facilitatessystem restore to support security scanning software
There are two main roles within Service Asset and Configuration Management.
• Service Asset Manager: Responsible for Asset Management System including the policy, plan, process, people, tools, reportsin the system.
• Configuration Manager: Responsible forConfiguration Management System includingpolicy, plan, process,people, tools, reports in the system.
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