<Logo> <Company Name> Normal
Enterprise Configuration Management
Roles and Responsibilities
Organization: Document No:
Department: Revision: 0.1
Section: Sheet: 1 of 7
Table of Contents
1. Introduction........................................................................................................................................................3
2. Purpose.................................................................................................................................................................3
3. Scope......................................................................................................................................................................3
4. Configuration Management Activities.......................................................................................................3
4.1 Objectives.................................................................................................................................................................................. 3
4.2 Approach................................................................................................................................................................................... 3
5. Configuration Management Activities.......................................................................................................4
5.1 Configuration Management Planning...........................................................................................................................4
5.2 Configuration Identification..............................................................................................................................................4
5.3 Configuration Control.......................................................................................................................................................... 4
5.4 Configuration Status Reporting.......................................................................................................................................4
5.5 Configuration Verification and Audit............................................................................................................................5
6. Roles & Responsibilities.................................................................................................................................5
7. RACI........................................................................................................................................................................5
8. Summary..............................................................................................................................................................7
Enterprise Configuration Management
Roles and Responsibilities
Document Control
Document Version History
This table shows a record of significant changes to the document.
Version Date Author Description of Change
1.0 <Date> <Name> Original Version
Approvals
This table shows the approvals on this document for circulation, use and withdrawal
Version Date Approver Title/Authority Approval Remarks
1.0 <Date> <Name> <Title> <Remarks>
1.1
Document No: Sheet: 2 of 7
Revision No: Issue Date: xx-xxx-xx
Enterprise Configuration Management
Roles and Responsibilities
1. Introduction
Configuration Management is foundational to the Service Management organization. It ensures
that all Configuration Items (CIs) supporting IT services are accurately identified, and
relationships recorded, the status of the CIs and modifications are effectively recorded, tracked,
and reported, and changes to CIs are controlled.
Configuration Items (CIs) are any assets that need to be managed to deliver a service. CIs that
should be under the control of Configuration Management include hardware, software, systems,
services, applications, their relationships, and associated or related documentation, (e.g., Service
Level Agreements). Configuration Management establishes and maintains the integrity of
services and their configuration information, enabling effective control and uptime of the
services.
Configuration Management roles and responsibilities can be broad given the breadth of CIs in the
enterprise. There should be one accountable party (i.e., Process Owner), one or more responsible
parties (i.e., Process Managers), and many users and consumers of the Configuration
Management Database (CMDB). This RACI document will reflect these roles across the
Configuration Management stages.
2. Purpose
The purpose of Configuration Management is to control, identify, record, and report IT
components, including versions (where appropriate), constituent components, states, and most
importantly, their relationships to other technology components and services. The Configuration
Management process carries out and is governed by the Configuration Management Policy.
3. Scope
The scope of Configuration Management includes the Configuration Items throughout their
respective lifecycles which are:
Owned and operated by the organization
Owned and operated by third-parties (or external service providers) where technology
services are supported
4. Configuration Management Activities
4.1 Objectives
The overall objective of a Configuration Management Plan is to document and inform ITSM
stakeholders, the types of tools that will be utilized, and how all resources will work together for
the benefit of stakeholders. The Plan will describe the following:
1. Identifying, defining, and baselining configuration items (CI)
2. Controlling modifications and releases of CIs
3. Reporting and recording status of CIs and any requested modifications
4. Ensuring completeness, consistency, and correctness of CIs
5. Controlling storage, handling, and delivery of the CIs
6. Ensuring full lifecycle management of IT and service assets, from the point of acquisition
through to disposal
4.2 Approach
In order to ensure a successful implementation of this plan, the approach must be thorough to
produce the desired outcomes. The approach will encompass the following steps:
Document No: Sheet: 3 of 7
Revision No: Issue Date: xx-xxx-xx
Enterprise Configuration Management
Roles and Responsibilities
1. Identify Configuration Management Stakeholders
2. Identify and utilize the Configuration Management Policy
3. Develop the Configuration Management Process to support the Configuration
Management Policy and goals
4. Identify Configuration Items (CIs) that are required to be under Configuration Control
5. Obtain and update existing foundation data
6. Establish configuration baselines
7. Utilize a discovery tool to scan and identify configuration items in the IT environment
8. House the CI data in an enterprise ITSM CMDB
9. Train staff on processes, procedures, and tools to successfully support CfM.
10. Using the guidance provided in Section 3.6 of this CMP, establish regular audit schedules
5. Configuration Management Activities
Configuration Management consists of five stages listed above, each with specific deliverables
and outcomes.
5.1 Configuration Management Planning
A strategy must be developed to define the scope and objectives of a Configuration Management
process, plus the CIs (and their respective attributes) that shall be tracked within the CMDB. Each
CI Class (or type) will have a unique set of attributes. Lastly, the Planning stage determines the
data requirements for the stakeholders.
5.2 Configuration Identification
This stage identifies, defines, and documents the classes of CIs under the control of Configuration
Management, the CI naming conventions, attributes, relationships to other CI types, data integrity
rules, and requirements and design documentation.
This lifecycle stage includes the following:
Identification of applicable configuration items and their respective attributes
Establishment of baselines for control; maintenance of versions and revisions
Identification of approved configuration documentation of the physical and functional
characteristics of the item or system
Creation of CI records in the CMDB
Provision of documentation for configuration management and external audits
Management of configuration item document library in CMBD
5.3 Configuration Control
This stage ensures that all CIs - and their respective relationships and statuses - are recorded
accurately throughout each CI lifecycle. It leverages the configuration baselines and manages
drift within acceptable limits. Change Management will tie any changes to baselines to Change
records.
5.4 Configuration Status Reporting
This lifecycle stage makes CI information available to authorized requestors. The information
ranges from detailed CI attributes and relationships to summarized information for reporting.
Status is one of the more important attributes as it denotes whether the CI is live in production or
Document No: Sheet: 4 of 7
Revision No: Issue Date: xx-xxx-xx
Enterprise Configuration Management
Roles and Responsibilities
retired. The key to success is regular reporting as the CMDB data is used in the other Service
Management processes.
5.5 Configuration Verification and Audit
This stage ensures that CI information matches the physical reconciliation data, that naming
conventions are adhered to, and that all accurate and secure repositories agree with the CI
information. The audit is performed regularly, as stipulated by the Configuration Management
Plan, or as requested by the Configuration Manager or other authorized personnel.
6. Roles & Responsibilities
Role Responsibility Title
CM executive sponsor CCB Oversees configuration management plan Senior executive
process owner implementation in all departments within
the company
CM process owner CCB chair Has ownership and is accountable for its Senior manager
strategic development; Ensures CM plan
is rolled out
Configuration manager Manages delivery of CM services and IT manager
documentation of operating procedures
CM system analyst Performs daily configuration IT analyst
management tasks with minimal direction
CM specialist Performs daily configuration IT admin
management tasks with direction from
CM system analyst
7. RACI
<Insert the responsibilities of all the stakeholders like user, CI owner, config analyst, config
manager, change management, etc.>
Configuration Configuration Process Change
User CI Owner
Analyst Manager Owner Management
Configuration Management Planning
Produce configuration
C R R/A
management plan
Define CMDB structure C R R/A
Determine Cl selection
C R R/A
guidelines
Populate CMDB C R/A
Perform initial audit R R/A C
Baseline CMDB I R/A I
Configuration identification
Document No: Sheet: 5 of 7
Revision No: Issue Date: xx-xxx-xx
Enterprise Configuration Management
Roles and Responsibilities
Configuration Configuration Process Change
User CI Owner
Analyst Manager Owner Management
Validate update request C R R/A
Validate Cl attributes R R/A
Review invalid
C R R/A
attributes
Update CMDB C R R/A
Publish new Cl type I R R/A I
Configuration Control
Ensure there is a CRQ
C R A
for every CI change
Review results of
C R A I
discovery
Distribute report from
I R/A
CI changes
Reconcile CI changes
found via discovery to I R R/A I R/A
CRQs
Configuration Status Reporting
Authorize or reject
I R R/A
report request
Create or update
configuration R R/A
management report
Generate configuration
R R/A
management report
Distribute configuration
I R R/A
management report
Configuration Verification and Audit
Approve verification
and audit request
Execute audit R/A
Reconcile with CMDB R/A
Determine corrective
R/A I
action
Initiate corrective CMDB
R/A
action
Execute corrective
I R/A
action
Document No: Sheet: 6 of 7
Revision No: Issue Date: xx-xxx-xx
Enterprise Configuration Management
Roles and Responsibilities
RACI Legend
Responsible (R) Those who do work to achieve the activity.
Accountable (A) The resource ultimately accountable for the completion of the task. There must be
exactly one A specified for each activity.
Consulted (C) Those whose opinions are sought. Two-way communication.
Informed (I) - Those who are kept up-to-date on progress. One-way communication
8. Summary
It takes many people working as a team to have a viable CMDB. The other Service Management
processes depend on the accuracy of the CMDB. Both people and technology (discovery) must be
functioning at a high level to give these stakeholders the outcomes they desire.
Document No: Sheet: 7 of 7
Revision No: Issue Date: xx-xxx-xx