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How to Define and Implement A Configuration Management Database
WHAT YOU WILL LEARN
This Service Asset and Configuration Management qualification and associated course is designed to impart, test and validate the knowledge of industry practices in the creation of a configuration management database as documented in the ITIL core library.
This course exists as part of complementary guidance in support of the ITIL core library and is in addition to the official ITIL Qualification Scheme. It is one of many modules that has credits leading to the ITIL Expert Certificate in IT Service Management.
Service Asset and Configuration Management is a new qualification about how to identify, control, report, audit and verify service assets. It also looks at configuration items and provides a logical model of the IT Services in support of efficient and effective value creation to customers of IT.
Implementation of a Configuration Management Database (CMDB) provides information and knowledge to support effective and efficient Service Management processes and optimize service assets, configuration items, capabilities and resources.
A CMDB provides a logical model of IT services, linking services to business processes and supporting identification of service improvement opportunities. It does this by showing the relationship between service assets, configuration items, the services they support and the business processes that are dependent on them.
The CMDB also provides a means of linking incidents, problems, changes and releases to service assets and configuration items. It provides a basis for more efficient process execution across the entire service lifecycle.
• Individuals who require a detailed understanding of how to create a CMDB and how it may be implemented to enhance the quality of IT service provision within an organization
• IT professionals working within Service Asset and Configuration Management, or about to start a project to create or re-design a CMDB
• IT professionals working within Service Transition wishing to gain a better understanding of the relationship between the Service Transition processes and the CMDB
• Individuals seeking the ITIL Expert in IT Service Management, of which this qualification is one of many modules offering credits toward this certification.
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management, preferably in version 3.
This program will be conducted with interactive lectures, PowerPoint presentation, discussion and practical exercise.
• Upon successful completion of the education and examination components related to this certification candidates can expect to be able to:
• Define and differentiate between the concepts and principles of the CMDB
• Describe and explain the Service Asset and Configuration Management process
• Describe the technology considerations and requirements to create, manage, use and maintain the CMDB
• Discuss and explain a planned approach for the design and implementation of the CMDB
• Explain the major challenges, critical success factors and risks associated with the CMDB
• Demonstrate the major relationships and touch points with key processes
• Take and pass the CMDB examination.
This module will establish the importance and the role of Service Asset and Configuration Management process in the Service Lifecycle. It identifies the key elements within Service Asset and Configuration Management and introduces the candidate to concepts and terminology in the field of the CMS and the CMDB.
This module will provide an in-depth study of key considerations in the design of the CMDB and the major elements that are considered to build an effective CMDB that underpins the SKMS, the CMS and that provides the configuration models necessary to enable effective, efficient and cost-effective provision of Services to the customer.
After completion of this module the candidate should be able to analyze the environment and apply the knowledge to create a design plan for the CMS.
• Demonstrate how the various asset types influence the design of the CMDB
• Demonstrate how the SACM plan defines the specific Configuration Management activities within the context of the overarching SACM strategy
• Demonstrate the importance of properly planning configuration identification
• Demonstrate the relationship between the CMS, CMDB, Definitive Media Library, Secure Libraries and definitive spares
• Demonstrate and model the scope of the CMDB necessary to support processes and services across all phases of the Service Lifecycle.
• Demonstrate the structure of a CMDB required to provide configuration models for services, service assets and configuration items (CIs) across all phases of the service lifecycle. This includes identification of the necessary relationships, attributes and the selection of CIs included in the scope of the CMDB
• Identify the key attributes of the CMDB design and the configuration models, their scope and required levels of detail required within the model to provide the necessary capabilities that other processes are dependent on.
• Explain why it is important to account for the discrete states of a CI throughout its lifecycle
This module will provide detailed coverage of the SACM process.
After completion of this module the candidate should be able to apply the various concepts, activities, available methods, and techniques, select appropriate techniques for their circumstances and justify the recommendations and application of those techniques.
• Explain Service Asset and Configuration Management Activities
• Illustrate the policies, principles and basic concepts
• Relate the triggers, inputs and outputs to the activities of the process
• Identify the challenges and risks facing SACM
• Illustrate how Configuration Control ensures that there are adequate control mechanisms over Cis
• Explain why regular verification and audits are required and how to conduct them
• Explain Key Performance Indicators and Critical Success Factors of SACM
This module covers in detail the ITIL processes closely connected to the CMDB. It describes the relevant inputs and outputs and the effective and efficient interdependencies between SACM, the CMDB and processes within and across all phases of the Service Lifecycle.
After completion of this module the candidate should be able to analyze the process inter- dependencies and apply risk-based principles to gain a balance between functionality, cost and control of the IT environment.
• Demonstrate the interfaces and dependencies between SACM, the CMDB and processes within the Service Transition (ST) phase of the Service Lifecycle
• Demonstrate the interfaces and dependencies between SACM, the CMDB and processes within the Service Strategy (SS) phase of the Service Lifecycle
• Demonstrate the interfaces and dependencies between SACM, the CMDB and processes within the Service Operation (SO) phase of the Service Lifecycle
Information management and the CMS
Operational activities in SO and the CMS
Technology considerations and an integrated CMS
Integrated ITSM technology and Incident Management
Problem Management and an integrated CMS
• Demonstrate the interfaces and dependencies between SACM, the CMDB and processes within the Service Design (SD) phase of the Service Lifecycle
The CMS and Service Level Management
Service Reports and the CMS
Availability Management and the CMS
IT Service Continuity Management and the CMS
IT Security and the CMS
• Demonstrate the interfaces and dependencies between SACM, the CMDB and the Continual Service Improvement (CSI) phase of the Service Lifecycle
• Demonstrate how the CMS relates to the IT Governance Related Service Perspectives
• Illustrate how the CMS supports Risk Management
• Relate how the purpose, goal, objective, scope, basic concepts and auditing of SACM relate to Service Catalogue Management
• Illustrate the relationship between the CMS and accounting for the costs of a service
This module will enable delegates to understand, justify and make effective use of appropriate technology and tools to use for SACM and the CMDB.
After completion of this module the candidate should be able to relate the functionality of technology and tools and their appropriate use in support of the CMS.
• Describe how ST is supported by Technology and how this technology supports the CMS
• Relate how knowledge management tools integrate with the CMS
• Illustrate the capabilities of an efficient and effective CMS
• Illustrate how the CMS supports CSI Activities
This module considers the roles and responsibilities associated with designing, managing and maintaining a CMDB.
After completion of this module the candidate should be able to identify, define and position roles of the SACM process across all phases of the Service Lifecycle that are required to carry out activities related to managing the CMDB, and to leverage the information that the CMDB provides.
• Explain the Generic roles of IT Service Management
• Explain the positioning of SACM within the context of ST
• Explain the key roles for SACM
• Explain the importance of effectively managing organizational change
This module will summarize the material covered in the previous units and prepare candidates for the examination. Candidates will be given feedback on their knowledge and directions for improvements.
Following this module, candidates will prepare for the examination and be able to identify the areas of interest and opportunities for further learning on the CMDB.
Kevin holds a Bachelor of Science (Honors) in Computing from University of Portsmouth, UK, a diploma in Electronics Engineering and in Computer Studies. He is an ICT professional with broad international experience in managing IT services, training, and end-user support. He has a total of 22 years of experience in the ICT industry. Having first joined Quint in 2005 in Malaysia as a consultant, Kevin had rejoined Quint upon moving to Canada in 2011 as a senior consultant. As a certified ITIL Expert and Service Manager, Kevin has been involved in a large number of international consultancy assignments, training and coaching in the implementation of IT Service Management and ISO/IEC20000. His assignments have had him travelling across Asia, the Middle East and North America whilst working with different global organizations in a variety of industries and culture. Customers have found that because of his wide knowledge and experiences, it is easier for him to absorb, relate and understand their environment and culture at a much quicker pace and thus able to contribute significantly in assisting them in their respective ITIL implementations. Read More