Configuration Management

Change Management

Operational activities of processes covered in other lifecycle phases

Challenges, Critical Success Factors and risks

Metrics

Metric s that can be used to measure the efficiency and effectiveness of Access Management include:

• Number of requests for access (Service Request, RFC, etc.)
• Instances of access granted, by service, user, department, etc.
• Instances of access granted by department or individual granting rights
• Number of incidents requiring a reset of access rights
• Number of incidents caused by incorrect access settings.

Conditions for successful Access Management include:

• The ability to verify the identity of a user (that the person is who they say they are)
• The ability to verify the identity of the approving person or body
• The ability to verify that a user qualifies for access to a specific service
• The ability to link multiple access rights to an individual user
• The ability to determine the status of the user at any time (e.g. to determine whether they are still employees of the organization when they log on to a system)
• The ability to manage changes to a user’s access requirement s
• The ability to restrict access rights to unauthorized users
• A database of all users and the rights that they have been granted.

Change Management is primarily covered in the Service Transition publication, but there are some aspects of Change Management which Service Operation staff will be involved with on a day-to-day basis. These include:

• Raising and submitting RFCs as needed to address Service Operation issues
• Participating in CAB or CAB/EC meetings to ensure that Service Operation risk s, issues and views are taken into account
• Implementing changes as directed by Change Management where they involve Service Operation component or services
• Backing out changes as directed by Change Management where they involve Service Operation component or services
• Helping define and maintain change model s relating to Service Operation component s or services
• Receiving change schedule s and ensuring that all Service Operation staff are made aware of and prepared for all relevant changes
• Using the Change Management process for standard, operational -type changes.

Configuration Management is primarily covered in the Service Transition publication, but there are some aspects of Configuration Management which Service Operation staff will be involved with on a day-to-day basis. These include:

• Informing Configuration Management of any discrepancies found between any CIs and the CMS
• Making any amendments necessary to correct any discrepancies, under the authority of Configuration Management, where they involve any Service Operation components or services.

Responsibility for updating the CMS remains with Configuration Management, but in some cases Operations staff might be asked, under the direction of Configuration Management, to update relationship s, or even to add new CIs or mark CIs as ‘disposed’ in the CMS, if these updates are related to operational activities actually performed by Operations staff.

Дата добавления: 2014-12-23