ITIL® Configuration Management — A 3-Day Course

 Open Public Course Closed In-House Course

Course Profile

This qualification covers the Service Management discipline of Configuration Management as described in the IT Infrastructure Library (ITIL®) Service Support book. The qualification also covers ITIL Service Management principles in general, and the interdependencies between these and Configuration Management.

Course Objectives

Holders of the ISEB Practitioner Certificate in IT Service Management: Configuration Management will be able to demonstrate their competence in, and ability to:

• Plan for the implementation of Configuration Management
• Design, implement maintain and manage a Configuration Management Database (CMDB)
• Define and manage Configuration Items (CIs) through their lifecycle
• Define and agree CI types and standard configurations
• Define, document, agree and implement Configuration processes and procedures
• Be aware of the support tools and techniques available for the implementation of Configuration Management and be able to indicate how improvements can be made
• Prepare Configuration Management reports for distribution throughout the organisation and monitor and report on the major metrics of the Configuration process
• Understand the interdependencies between Configuration Management and other IT and Service Management processes

Course Prerequisites

All delegates must be able to demonstrate at least one year's experience in the Configuration Management process. Delegates must have obtained the ISEB/EXIN Foundation Certificate in IT Service Management before attending the Configuration Management course.

Examinations

Practitioner qualifications have two parts to the exam. The first part is a course assignment overseen by the tutor - this is worth a maximum of 25 points. The second part is a 'closed book' exam comprising of 25 multiple choice questions to be answered in 60 minutes. Delegates must score a minimum of 12.5 points for each of the two parts of the exam and a minimum of 65% overall - e.g. 16.25 out of 25 in both parts.

The exam institutes, ISEB and EXIN, require candidates to supply proof that they have met the pre-requisite before allowing them to take the exam at the end of the course. Please ensure that you take at least one of the following to the course:

1. A copy of your ITIL Certificate (Foundation, Practitioner or Managers)
2. A copy of exam result notification letter from the exam institute
3. An email from the exam board confirming your eligibility

Publicly scheduled dates, locations, and prices

Course Outline

Planning

The planning and implementation of the Configuration Management process

On completion of the course the candidate should be able to:

• Understand the planning activities involved in implementation of Configuration Management and management of the configuration lifecycle
• Understand the potential costs, benefits and problems associated with the implementation of Configuration Management
• Develop an outline design of an appropriate CMDB for the management of all IT assets
• Know the objectives and scope of Configuration Management
• Develop and implement a Configuration Management plan and policy
• Demonstrate an awareness of the support tools and techniques for Configuration Management

Management of Configuration Items (CIs) and assets

The checking, classifying and management of CIs:

On completion of the course the candidate should be able to:

• Define and agree which CIs and CI types can be handled through the use of standard definitions and configuration models
• Define, develop and implement lifecycles for each type of CI, together with individual attribute requirements for CI types
• Develop and implement appropriate:
  • CI naming standards and conventions
  • CI relationship types
  • Configuration baselines and their usage
  • Variants and their usage
  • CI assemblies and components
  • Develop, agree and implement appropriate CI breakdown levels within the CMDB

Maintenance of the Configuration Management Database (CMDB)

Maintenance of an accurate CMDB:

On completion of the course the candidate should be able to:

• Develop and implement procedures to ensure that the accuracy and integrity of the CMDB data is maintained in conjunction with Change Management
• Development and implementation of the appropriate housekeeping, security and recovery procedures for the CMDB
• Development and implementation of the appropriate review and auditing procedures to ensure that the CMDB remains consistent with the Definitive Software Library (DSL), the Definitive Hardware Store (DHS) and the actual infrastructure, in conjunction with Release Management

Monitor and Report on Configuration Management

Monitor and report on the metrics of Configuration Management, and review the effectiveness of the process.

On completion of the course the candidate should be able to:

• Conduct Configuration Management reviews
• Identify and report on the metrics of the configuration process
• Understand the significance and implications of the various metrics
• Understand the need for and methods of auditing process compliance
• Review Configuration Management processes identifying areas of weakness, instigating resolutions and recommending proactive improvements

Interfaces and Dependencies

The appreciation and understanding of the scope of the Configuration Management process together with the interfaces and dependencies of the other Service Management processes.

On completion of the course the candidate should be able to:

• Identify and understand the interfaces that Configuration Management has with the other Service Management processes and other areas of IT
• Define and document the dependencies of the other Service Management processes on Configuration Management processes and information
• Define and document the dependencies of Configuration Management on the other Service Management processes and information
• Implement procedures that facilitate the interfacing and dependence of Configuration Management with all other Service Management processes