Index. B baselining project plans, 96 batch loaders, 82 bottom up schedules, building, 94 boundaries. See span budgets, development of, 94

Transcription

1 Index A accuracy of data, 193 defining, attribute accuracy, 194 configuration item accuracy, relationship accuracy, during pilot programs, 144 improving, measuring, counting errors, investigating errors, 200 reporting measurements, advertising success of pilot programs, allocation reports, ambiguity of requirements, 22 analyzing requirements, derived requirements, prioritization of requirements, scope of project, determining, sizing requirements, application management, relationship with configuration management, 6 architecture documents in project plans, 95 asset databases, populating CMDB from, asset management, configuration management versus, 71 associations. See relationships attributes, accuracy of, 194. See also granularity audiences, in communication plans, 154 auditing automating audits, 215 CMDB in standard ITIL framework, 59 procedures for, automating audits, 215 availability management, 4 B baselining project plans, 96 batch loaders, 82 bottom up schedules, building, 94 boundaries. See span budgets, development of,

2 218 Index business decision empowerment (maturity milestones), 15 business goals, process modifications for, business impact analysis, business organization-based pilot programs, 141 business processes, relationships with IT processes, business requirements, 28 prioritizing, 32 when to stop gathering, 30 business value of, 7, business impact analysis, decision-making support, 8-9 IT governance, IT services catalogs, as service support process, 9-11 C capacity management, 4 categories (of requirements), category structure (documenting scope), change management, 4 and, 6, 12, 182 during pilot programs, 144 populating CMDB and, for project plans, 96 chargeback, enabling, choosing. See selecting CIM (Common Information Model), 38 CIs (configuration items) identifying procedures for, in standard ITIL framework, 57 tracking status in standard ITIL framework, 58 clarity of requirements, 22 classification errors, 195 clerical errors, 203 CMDB (Configuration Management Database), 37 auditing procedures for, in standard ITIL framework, 59 data accuracy, 193 defining, improving, measuring, dedicated CMDB tools, granularity, 37, criteria for defining, documenting, fixed granularity, variable granularity, ITIL process interaction with, 6-7 in pilot programs, moving into deployment, populating, approaches to, from asset databases, with compliance tracking data, 78 data integration, data sources, from discovery tools, federated data models for, formatting gathered data, integrating data for, with location data, 77 naming conventions for, normalizing data for, with organizational structure data, 77 with people data, process integration, in project plans, 91, 93 with software license data, scope, criteria for determining, documenting, included and excluded scope, 39-40

3 Index 219 span, 37, 44 criteria for defining, documenting, 46 tracking status, procedures for, 62 collecting data. See populating CMDB Common Information Model (CIM), 38 communication advertising success of pilot programs, with IT organization for process, communication plans creating, in project plans, 96 communications person, compliance management for software licenses, compliance reports, 183 compliance tracking data, populating CMDB with, 78 component requirements, 28 when to stop gathering, 30 configuration data accuracy. See data accuracy configuration items (CIs), 38 accuracy of, linking with IT services, non-included items, relationships with, 44 standard reports, , 1, 5. See also CMDB (Configuration Management Database) architects, asset management versus, 71 business value of, 7, business impact analysis, decision-making support, 8-9 IT governance, IT services catalogs, as service support process, 9-11 challenges for departmental servers, 158 physically unreachable devices, unsupported applications/devices, 158 deployment communication plans, creating, moving pilot programs into, data, uses for, chargeback, enabling, equipment refresh cycles, planning, single point of failure analysis, software license compliance, standard reports, importance of, 5-7 integrators, maturity milestones, business decision empowerment, 15 dependency documentation, 14 inventory exercises, 14 process alignment, 14 planning, 57 process customization, implementation of, importance of, standard ITIL framework, standard reports about, process area relationships with, 5-7 requirements management for, 19 analyzing requirements, gathering requirements, teams, roles in, building staffing plan, implementation roles, operational roles,

4 220 Index planning roles, quality manager role, 176 technical challenges to, 11 change management, 12 data overload, 11 tool integration, tools capabilities of, defining span, 45 integration, as challenge for configuration management, selecting, 113, testing, 139 types of, Configuration Management Database. See CMDB controls procedures for, in standard ITIL framework, 58 correlation of data, cost in determining scope, 41 of granularity of CMDB, customizations to process, 59 audit procedures, control procedures, to fit business goals, identifying CIs procedures, level of detail, planning procedures, 60 in project plans, status tracking procedures, 62 top down process, D data accuracy, 193 defining, attribute accuracy, 194 configuration item accuracy, relationship accuracy, during pilot programs, 144 improving, measuring, counting errors, investigating errors, 200 reporting measurements, data bridges, 83 data collection. See populating CMBD data correlation, data integration across processes, 136 integrators, role of, populating CMDB, data correlation and reconciliation, by direct entry, by federation, data overload, 11 data quality in determining scope, data reconciliation, data sources for granularity of CMDB, 50 integration in project plans, populating CMDB, from asset databases, with compliance tracking data, 78 from discovery tools, formatting gathered data, with location data, 77 with organizational structure data, 77 people data, with software license data, DBAs (database analysts), decision-making support, business value of configuration management, 8-9 dedicated CMDB tools, defining data accuracy, attribute accuracy, 194 configuration item accuracy, relationship accuracy, IT services, departmental servers, as challenge, 158

5 Index 221 dependency documentation (maturity milestones), 14 deployment communication plans, creating, moving pilot programs into, adjusting project plan, 152 advertising success, building on CMDB data foundation, roll out methods, derived requirements, Desktop Management Task Force (DMTF), 38 direct entry, populating CMDB, discovery tools, populating CMDB from, distributed sources of truth, populating CMDB, DMTF (Desktop Management Task Force), 38 documenting dependencies (maturity milestones), 14 gathering requirements from documentation, 23 granularity of CMDB, project tasks, 86, 93 data source integration, process customization, requirements implementation, scope, granularity, and span, requirements, importance of, 22 scope of CMDB, span of CMDB, 46 work instructions for configuration management process, E enabling chargeback, environment reports, 181 equipment refresh cycles, planning, errors. See also data accuracy classification errors, 195 clerical errors, 203 counting, investigating, 200 process errors, programming errors, reporting data accuracy, evaluating. See also selecting process implementation, pilot programs, exception reports, 181 excluded scope of CMDB (Configuration Management Database), executing pilot programs, expectations in requirements management, 20 extensibility of configuration management tools, F failure of pilot programs, federated data models for populating CMDB, 81-84, federation capabilities of tools, financial management, 4 fixed granularity of CMDB (Configuration Management Database), fixed refresh cycles for equipment, 188 formats of messages in communication plans, 154 formatting gathered data for CMDB population, framework. See standard ITIL framework G H gathering requirements, documentation of requirements, importance of, techniques for, when to stop, where to find requirements, 23-24

6 222 Index general discovery tools, 100 geographically based pilot programs, 140 granularity, 11 of CMDB (Configuration Management Database), 37, criteria for defining, documenting, fixed granularity, variable granularity, in project plans, high-level design in project plans, 95 higher order relationships, I identification procedures for, in standard ITIL framework, 57 impact analysis, impact managers, 175 implementation of process, 117 communication with IT organization, evaluating, staffing requirements, training materials, building, work instructions documentation, implementation roles, communications person, DBAs (database analysts), trainers, import federation in tools, 110 import process in configuration management tools, populating CMDB, improvement of data accuracy, during pilot programs, 143 incident management, 4 and, 6, 9, 183 populating CMDB and, included scope of CMDB (Configuration Management Database), inheritance, 48 integrated service management suites, integration tool capabilities, of data sources in project plans, when populating CMDB, interviews for gathering requirements, inventory exercises (maturity milestones), 14 issue management in pilot programs, 144 IT governance, IT Infrastructure Library. See ITIL IT organization, communication for process, IT processes, relationships with business processes, IT services defining, linking with configuration items (CIs), IT services catalogs, IT standards, establishing, 215 ITIL (IT Infrastructure Library), 1 process areas in, 2-5. See also names of specific process areas (capacity management, configuration management, etc.) configuration management support for, 9-11 relationship with configuration management, 5-7 ITIL framework. See standard ITIL framework

7 Index 223 J K L job descriptions in team roles, 164 level of detail for process customiziation, levels (of requirements), linking configuration items (CIs) and IT services, location data, populating CMDB with, 77 M manual attributes in CMDB granularity, avoiding, 51 maturity milestones, business decision empowerment, 15 dependency documentation, 14 inventory exercises, 14 process alignment, 14 measurability in requirements management, 21 measurements of data accuracy, counting errors, investigating errors, 200 reporting measurements, in pilot program, messages in communication plans, N O naming conventions when populating CMDB, non-included configuration items, relationships with, 44 normalizing data when populating CMDB, operational roles, integrators, impact managers, 175 reporting specialists, 174 tools support person, 173 organization structures, testing, 139 organization-based pilot programs, 141 organizational structure data, populating CMDB with, 77 outsourcing management, relationship with configuration management, 11 P people data, populating CMDB with, pertinence of requirements, 22 physical storage of data. See federated data models physically unreachable devices, as configuration management challenge, pilot programs, evaluating, executing, failure of, measurements in, moving into deployment, adjusting project plan, 152 advertising success, building on CMDB data foundation, roll out methods, reasons for, selecting, testing versus, 139 planning. See also project plans equipment refresh cycles, procedures, 60 in standard ITIL framework, 57 planning roles, architects, process engineers, 167 project managers, 168 requirements analysts, point solutions, 99 policy statements for defining span, 46 populating CMDB, approaches to, from asset databases, with compliance tracking data, 78

8 224 Index data integration, data sources, from discovery tools, federated data models for, formatting gathered data, integrating data for, with location data, 77 naming conventions for, normalizing data for, with organizational structure data, 77 with people data, process integration, in project plans, with software license data, practicality in requirements management, 21 prioritizing requirements, problem management, 4 process customization, 59 audit procedures, control procedures, to fit business goals, identifying CIs procedures, level of detail for, planning procedures, 60 status tracking procedures, 62 top down process, implementation of, 117 communication with IT organization, evaluating, staffing requirements, training materials, building, work instructions documentation, importance of, standard ITIL framework, 56 auditing CMDB, 59 controls, 58 identifying CIs, 57 planning, 57 status tracking, 58 standard reports about, testing, 139 process alignment (maturity milestones), 14 process areas (ITIL), 2-5. See also names of specific process areas (capacity management, configuration management, etc.) support for, 9-11 relationship with configuration management, 5-7 process customization in project plans, process engineers, 167 process errors, process integration, populating CMDB, change management, relationship with, data integration across processes, 136 incident management, relationship with, release management, relationship with, software configuration management, relationship with, 135 program integration in configuration management tools, programming errors, project managers, 168 project plans, adjusting after pilot program, 152 baselining, 96 plans versus, 57 elements of communications plan, 96 high-level design, 95 project schedule, scope, project schedules versus, 85

9 Index 225 task documentation, 86, 93 data source integration, process customization, requirements implementation, scope, granularity, and span, project schedules in project plans, project plans versus, 85 project scope, determining, projects, defining with span, 45 prototypes, in gathering requirements, 29 Q R quality of data, in determining scope, quality managers, 176 RASIC model, 164 reconciliation of data, refresh cycles for equipment, planning, relationship data, viewing in tools, relationship documentation (maturity milestones), 14 relationships, 38 accuracy of, between business and IT processes, higher order relationships, with non-included configuration items, 44 release management, 4, relationship with, 10 populating CMDB and, reporting with configuration management tools, 108 data accuracy, reporting specialists, 174 reports, chargeback, enabling, equipment refresh cycles, planning, single point of failure analysis, software license compliance, standard reports, about configuration items (CIs), about configuration management process, requirements implemention in project plans, staffing requirements for configuration management process, requirements analysts, requirements management, 19 analyzing requirements, derived requirements, prioritzation of requirements, scope of project, determining, sizing requirements, gathering requirements, documentation of requirements, importance of, techniques for, when to stop, where to find requirements, requirements workshops for gathering requirements, responsibilities in team roles, 164 risk reduction in determining scope, 42 risks in defining span, 45 roles building staffing plan, in configuration management teams, implementation roles, operational roles,

10 226 Index planning roles, quality manager role, 176 roll out methods for deployment, root cause analysis for pilot program failure, 146 S schedules (project) in project plans, project plans versus, 85 schema (CMDB), defining, scope, 11 of CMDB (Configuration Management Database), criteria for determining, documenting, included and excluded scope, of project, determining, in project plans, 86-88, scope creep, 157 search features in tools, security management, relationship with configuration management, 6 selecting. See also evaluating tools, pilot programs, service continuity management, 4, relationship with, 10 service delivery processes (ITIL), 3-4 service level management, 4 service models, example of, 9-10 service support processes (ITIL), 2, 4 as, 9-11 services (IT) defining, linking with configuration items (CIs), shadow records, simplicity in determining scope, single point of failure analysis, sizing requirements, skill sets in team roles, 164 software configuration management, populating CMDB and, 135 software license compliance, software license data, populating CMDB with, source of truth in populating CMDB, data correlation and reconciliation, direct entry, federation, sources of data for granularity of CMDB, 50 integration in project plans, populating CMDB, from asset databases, with compliance tracking data, 78 from discovery tools, formatting gathered data, with location data, 77 with organizational structure data, 77 people data, with software license data, span of CMDB (Configuration Management Database), 37, 44 criteria for defining, documenting, 46 in project plans, sponsorship importance of, 11 scope of project, approving, 36 staffing plan, building, See also teams, roles in staffing requirements for process,

11 Index 227 stakeholders, gathering requirements from, 23 standard ITIL framework, 56 auditing CMDB, 59 controls, 58 identifying CIs, 57 planning, 57 status tracking, 58 standard reports, about configuration items, about configuration management proceess, standards (IT), establishing, 215 status tracking procedures for, 62 in standard ITIL framework, 58 storyboarding for gathering requirements, 26 success of pilot programs, advertising, system requirements, 28 prioritizing, 32 when to stop gathering, 30 T task documentation in project plans, 86, 93 data source integration, process customization, requirements implementation, scope, granularity, and span, teams, roles in, building staffing plan, implementation roles, operational roles, planning roles, quality manager role, 176 technology-based pilot programs, 141 testing organization structures, 139 pilot programs versus, 139 processes, 139 tools, 139 timing of messages in communication plans, 155 tools capabilities of, 103 extensibility, federation capabilities, integration capabilities, visualization capabilities, defining span, 45 integration, as challenge for configuration management, selecting, testing, 139 types of, dedicated CMDB tools, discovery tools, integrated service management suites, tools support person, 173 top-down process, top-down schedules, building, 94 tracking CI status in standard ITIL framework, 58 trainers, training materials, building for configuration management process, U V unsupported applications/ devices, as configuration management challenge, 158 use cases in gathering requirements, 29 variable granularity of CMDB (Configuration Management Database), variable refresh cycles for equipment, viewing relationship data in tools, visualization capabilities of tools,

12 228 Index W Z work instructions, documenting for process, workshops for gathering requirements, 24-26