Service Assets and Configuration Manager

From IT frameworks

Service Asset and Configuration Management is a discipline in IT service management.

The role of Service Asset and Configuration Manager is to ensure the goals of the Service Asset and Configuration Management process are achieved.

A logical model must be maintained, containing the components of the IT infrastructure (CIs) and their associations. This is usually maintained in the Configuration Management Database (CMDB). The CMDB should be presentable through the Configuration Management System (CMS).

Contents 1 The job 2 Position 3 Production 3.1 Key Performance Indicators (KPIs) 3.2 Metrics 4 Responsibilities 4.1 Tasks 4.2 Personnel 4.3 Reporting 5 Authority 6 Resources 6.1 Internal resources 6.2 External resources 7 Qualifications 8 Advancement

The job

The Service Asset and Configuration Manager is a position within the scope of Service Assets and Configuration Management ITILv3 process.

This document provides a good description of the position but is not complete for every organization. Adjust as necessary.

Position

• Immediate seniors are the Service Transition Manager.
• Immediate juniors are the staff triggering the Service Asset and Configuration Management process.
• "Users" are all users of internal and external IT services.
• "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
• "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.

Production

Key Performance Indicators (KPIs)

• Number of staff presently using the CMDB
• Number of current Remediation Plans properly implemented into CMDB
• Objective spot-check audit on a CMDB Configuration Item is approved
• Data-Information collected today is relevant linked up to Business Goals
• Present information to be updated due to current Changes in the Change Management process is ready and available.

Metrics

• Number of bypasses to the process
• Number of errors in information through timely audits compared to real-life
• Number of times the process has been triggered
• Population of the CMDB
• Time of actual triggering of the process compared to actual Change time.
• Accurate information of CIs and Service Assets in CMDB
• Few errors on CIs information entered

Responsibilities

Service Assets and Configuration Manager is responsible for:

Tasks

• Populating the CMDB
• Ensuring the pre-defined activities are aligned with the Change Management process
• Ensuring the CMS provides accurate and up to date information.
• Ensuring regular snapshots and Configuration Baselines are taken and protected
• Triggering an auditing process on the CMDB
• Implementing a Communications plan upon changes in the CMDB, using the RACI model.
• Ensuring backups are taken as appropriate
• Considering the usage of a Definitive Media Library as appropriate.
• Making recommendations for Service Improvement Plans
• Ensuring the Service Asset and Configuration process is performed as designed.
• Developing a Service Asset and Configuration Management process model for the role of Service Asset and Configuration Manager.
• Ensuring the Service Asset and Configuration Management process is fit for purpose.
• Ensuring process description meets objectives
• Sponsorship, design, and continual improvement of the process and its metrics.
• Following the organization's policies relating to employment.

Personnel

• Leading and supporting the Service Asset and Configuration Management team.
• Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
• Understanding the full scope of the Service Asset and Configuration Management process.
• Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
• Ensuring any disagreements with employees have the opportunity to become RfCs.

Reporting

• To Process Manager (To ensure optimal process interaction)
• To Service Transition Manager (To ensure the Service Asset and Configuration Management process is managed in relation to the Service Asset and Configuration Management process description)
• To Service Owner (To improve all Service Asset and Configuration Management decisions)
• To Service Transition Management (For escalation purposes)
• To ITSG (To ensure all IT goals are aligned to business goals)

Authority

• Service Design designs tools and technology to use and support CMDB, CMS.
• Service Design designs Service Asset and Configuration Management Models with predefined activities. Any changes to these activities must be transitioned.
• An escalation procedure must exist to the Service Transition Manager.
• Change Manager and Service Asset and Configuration Manager must have clear and defined Communications plan to manage Changes.

Resources

Internal resources

The Service Asset and Configuration Manager has internal resources available as defined by the organization for process owners.

External resources

The Service Asset and Configuration Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Service Asset and Configuration Management process.

Qualifications

It is expected that the Service Asset and Configuration Manager has the competence required to competently manage the Service Asset and Configuration Management ITILv3 process.

It is expected that he/she constantly acquires knowledge necessary to continually manage the Service Asset and Configuration Management ITILv3 process better so that expectations are continually met.

Advancement

As Service Asset and Configuration Manager you have the possibility to apply for positions as Service Transitions Manager and other key positions in the Service Transition life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.