Course Overview

This workshop will introduce Service Asset and Configuration Management process and its importance to the success of ITSM program in an organization. Also, it will discuss:

• The process activities
• The tools and technology that should support the process and the considerations that should be taken when choosing such tools
• How to manage the process, verify the integrity of the information and improve the process maturity over time.

Duration

2 days

Delivery Methods

- Instructor led Classroom environment
- Virtual Web-based

Audience

IT professionals interested in understanding the content and concepts of the new ITIL®, as well as understand the differences with previous versions of ITIL®:

• Senior technical and operational staff
• IT professionals and consultants
• IT customers
• SACM process Owner
• SAMC process Managers
• Configuration Management system Analysts
• Configuration Management system tool administrators
• Business Analysts, IT Process Designers, Data Architect
• Change Managers
• IT Consultants, IT Project Managers

Prerequisites

• ITIL® 2011 Foundation certificate is recommended

Program Objectives

The course objectives are to enable course participants a solid understanding of:

• ITSM lifecycle at high level
• The Service Asset & Configuration Management process
• The required organizational buy-in and commitment
• The associated tools and technologies
• The related roles and responsibility
• The approach to implementing, managing and improving the process over time.

Program Contents

The program will Introduce ITSM at high level; also it will provide you with the knowledge and first steps to:

• Ensure business buy-in and commitment
• The importance of Governance, risk management for ITSM and all its processes
• Define and create a SACM process
• Define and create a CMDB plan
• Understand the CSFs, KPIs, Metrics associated with the CMS/CMDB
• Understanding the relationships between SACM, CMS, CMDB and other ITSM processes, especially Change Management process
• Impact of change and change resistance
• Linkage and integration with different supporting tools
• The roles and responsibilities associated with the process from defining to managing and improving (Owner, Managers, coordinators, librarians, tools administrators, etc…)
• Defining and designing CMDB related data model
• Defining, designing and deploying CMS/CMDB
• Technology and deployment considerations
• Defining and building a project plan for creating a CMDB

Program Material (handout)

• A printed copy of the instructor's presentation will be distributed to the participants.
• Additional sample documents and templates including:
  • Example project plan for creating a CMDB
  • Considerations to keep in mind when purchasing a CMS/CMDB tools and technologies
  • RACI matrix identifying roles and responsibilities
  • Sample roles and responsibilities
  • Checklist for criteria to select appropriate CMDB