Configuration Management

This course is delivered in partnership with Propoint Solutions.

ITIL v2 talked about the configuration management database and its relationship with all of the ITIL processes. ITIL v3 says the support organization needs service asset and configuration management supported by a configuration management system, which is made up of many physical configuration management databases integrated by the Federated configuration management database.

This course will cut through the clutter to discuss the real intent and value of the configuration management database. The course begins with an overview of what ITIL v3 has to say and then present a practical approach to the configuration management database.

This high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing ITIL best-practice methodologies for configuration management.

Course Overview
Delivery Methods
Course Calendar

What You Will Learn

The purpose/goal/objective of configuration management
The value Configuration Management brings to your business or organization
Key concepts such as configuration items, scope, level, attributes, and differences between asset management, inventory management, and configuration management
Key roles and responsibilities
Critical success factors and key performance indicators
The benefits, possible problems, and costs of configuration management
Configuration management and its relationship to other ITIL processes
Tools that support Configuration Management
Top considerations to implementing configuration management

Who Should Attend?

Managers, Process Owners, Practitioners and Stakeholders who need to gain a thorough understanding of how to deploy and/or assess and improve the Service Asset and Configuration Management process in their organizations

Course Outline

Unit 1: A Brief Overview of ITIL v2 and v3

Key Differences Between v2 and v3 (Process vs. Service Lifecycle Approach)
Mapping v2 to v3
How to Decide if v2 or v3 is Right for You

Unit 2: Service Asset and Configuration Management

Purpose, Goals, Objectives
Value to the Business
Defining the Scope of Configuration Management in Your Organization
Key Terms and Definitions
SACM Process Activities
Defining Configuration Items and Their Relationships
Key Roles and Responsibilities for Configuration Management
Benefits, Possible Problems, and Costs

Unit 3: Measuring Configuration Management

Critical Success Factors for Configuration Management
Key Performance Indicators for Configuration Management

Unit 4: Knowledge Management and the CMDB

The CMDB
Structures for the CMDB
Loading the CMDB
Using the CMDB
Maintaining the CMDB
The ITIL Service Knowledge Management System

Unit 5: Relationship with Other Processes and Asset Management

Change Management and the CMDB
Incident Management and the CMDB
Configuration and Asset Management

Unit 6: Tool Considerations for Configuration Management

Unit 7: Assessing the Maturity of Your Organization’s Configuration Management Process

The Role of Assessment in the ITIL Continual Improvement Plan
Assessment Considerations

Unit 8: Concluding Thoughts

Top 10 Things to Avoid
Keys to Success

Calendar

Virtual Classroom

Member Price: $545 | Price: $595

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

Minimize the impact on your daily schedule by only training two hours a day for three days.
Learn only what you need to with targeted, topic-specific courses.
Ask questions and interact with the instructor.

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Public Classroom

Member Price: $595 | Price: $645

Facilitated by a faculty member, this one-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

Maintain adequate coverage in your support center by staggering training dates.
Focus on learning by being out of the office.
Structured discussions facilitate networking and learning from real-world experiences.
To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

Onsite

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

Control class size and pick training dates that accommodate your business schedule.
Focus on your organization’s key issues and pain points.
Save money. With groups of eight or more, this option is often more cost effective.
To learn more about this program, contact an account manager or call 1.800.248.5667.

Date Location Course Member
Price Price

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description