【正文】 dge of the user’s hardware and software configuration. With a CMDB, this information is available at the fingertips of the service desk staff. In addition to selecting the tools and technology to host the CMDB, a number of setup and initialization tasks need to be performed before the database can be populated with information about managed IT ponents and relationships. These tasks include: ? Building table definitions. ? Creating outline reports. ? Designing security and access restrictions. ? Developing maintenance routines (which include backup and recovery procedures). The tasks needed to be acplished at this stage depend on the database product selected and the plexity of the IT environment to be managed. Once these setup activities have been pleted, the process flow activities required to carry out configuration management can take place. 14 C onfiguration Management Establishing Configuration Items The process flow that leads to the identification of configuration items and relationships and their subsequent addition to the CMDB is shown in Figure 3. Figure 3. Establishing configuration items process flow Tracking and controlling changes to an IT ponent involves adding it to the CMDB. This assumes that previously, in the setup stage, the desired level of detail at which to track and control change was identified, and CIs were created in the database that permit managing the ponent at this level. Service Management Function 15 When the ponent is recorded in the CMDB, relationships can be built between CIs to model the realworld situation in which IT ponents are connected to and dependent 。 master domain (which contains all user accounts) be upgraded to Windows Server? 20xx, users in more than one country/region and location could be affected by it. A best practice would be to create processes and procedures that ensure other groups are notified whenever certain types of changes are proposed. The types of changes that could fall into this category include upgrading or replacing international lines or working on work services linked to a critical LOB application. The responsibilities and placement of the service desk and the support model should also be considered at this point. If the service desk uses the “follow the sun” model (using geographic time zones to cover a 24hour day) to provide 24x7 support, it must be able to access the CMDB that contains the IT ponents mentioned in the call. If a single database is not being used, it may be necessary to make a local copy of any remote CMDB to reduce the impact of work delays and to ensure that support personnel can access the data in case of a work failure. After the geographic anizational issues have been resolved, another anizationally related aspect of scope that needs to be considered is the type of resources that might be recorded and tracked in the CMDB. For example, the setting up of a desktop puter and operating system is normally the responsibility of the IT department, but the setting up of a work area, which includes desk, chair, and telephone, is the responsibility of facilities. A new employee requires a desktop puter (from IT) and a telephone, desk, and chair (from facilities). If information from both groups were to be recorded in a single CMDB, it would be quite simple to identify and coordinate delivery of the infrastructure ponents necessary to support the new user. 12 C onfiguration Management In practice, however, the CMDB is likely to contain information about IT ponents and services only. Facilities normally uses another system, such as the asset register, to manage the resources it owns. A manual procedure needs to be established that ensures that both groups are informed of changes that affect the resources under their control. Establish Standards for Configuration Management Configuration management is only as good as the policies and procedures governing its activities. This includes the procedures that are used in the performance of such configuration management tasks as updating the CMDB, performing audits, reconciling the CMDB, and preparing management reports. All configuration process activities should be clearly defined and documented. The policies and procedures that define the relationships and interaction between configuration management, change management, and release management must also be defined. Without proper planning and munication between these groups, the objectives of the configuration management process cannot be realized. Security guidelines should also be established that provide guidance on how these groups should interact. Definition and documentation of configuration management standards is a best practice, as is maintaining the standards as a single document in a secure location. One example of a best practice policy is: Only a few people and automated processes should have update privileges to the CMDB. Discover IT Components All of the IT ponents that exist within the agreed management boundary must be identified before it can be determined which ones are important enough to be tracked and controlled using configuration management. In this context, IT ponents include process documentation, reference guides, technical manuals, and build documents—in addition to software applications, operating systems, work routers, workstations, and servers. An extensive audit is needed to identify the different types of hardware and software deployed within the agreed management boundary and to collect the documentation (both process and technical) that supports that environment. The audit should also identify relationships between IT ponents. For example, all workstations are built using the Microsoft Windows174。 Configuration Management Service Management Function Published: June 20xx Reformatted: