Working towards an ITIL Compliant Configuration Management
Omidiora, Abimbola (2012)
Omidiora, Abimbola
Metropolia Ammattikorkeakoulu
2012
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201205218943
https://urn.fi/URN:NBN:fi:amk-201205218943
Tiivistelmä
The objective of this Thesis is to suggest how to implement an ITIL compliant configuration management based on a set of ITIL-oriented recommendations tailored for the case company. Information Technology Infrastructure Library (ITIL) is a de facto standard to manage complex IT systems which comprises best practices from IT Service Management (ITSM). Configuration Management (CM) is an integral part of ITIL processes designed to streamline IT management by systematizing IT environment, and thus increase the reliability of the company IT system. A new, well-defined process is expected to serve as a store-house for the company IT infrastructure assets, provide impact analysis of the changes, and offer the right information to ICT users at the right time.
To develop the recommendations for such a process, this Thesis first reviews the relevant ITIL literature on Configuration Management and Configuration Management Database (CMDB). The literature analysis is then followed by data collection via a case study research method. Subsequently, the obtained results are compared to demonstrate and analyze the differences between the current case company practices and the CM-compliant process suggested by ITIL.
As its outcome, this Thesis proposes a set of recommendations and managerial implications, based on the literature review and findings from the case company that would help the company during the implementation of a new, pragmatic, ITIL-compliant Configuration Management process. These recommendations include a proposal for building a CMDB, as well draw attention to the areas that deserve special emphasis during the CMDB implementation.
To develop the recommendations for such a process, this Thesis first reviews the relevant ITIL literature on Configuration Management and Configuration Management Database (CMDB). The literature analysis is then followed by data collection via a case study research method. Subsequently, the obtained results are compared to demonstrate and analyze the differences between the current case company practices and the CM-compliant process suggested by ITIL.
As its outcome, this Thesis proposes a set of recommendations and managerial implications, based on the literature review and findings from the case company that would help the company during the implementation of a new, pragmatic, ITIL-compliant Configuration Management process. These recommendations include a proposal for building a CMDB, as well draw attention to the areas that deserve special emphasis during the CMDB implementation.