ITILCMDB - ITIL Practitioner: How to Develop, Define, and Implement a CMDB

Summary

This 2-day 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.

Delivery Methods

• Instructor led Classroom environment
• Virtual Web-based

Prerequisites

• ITIL® V3 Foundation certificate is recommended.  Can be obtained by taking Course ((ITIL01V3))

Audience

IT professionals interested in understanding the content and concepts of the new ITIL® V3, as well as understand the differences with previous ITIL® V2:
• 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

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