Course Overview
This qualification covers the Service Management discipline of Configuration Management as described in the IT Infrastructure Library (ITIL) Service Support book. The qualification also covers ITIL Service Management principles in general, and the interdependencies between these and Configuration Management.
Skills Gained
Holders of the ISEB Practitioner Certificate in IT Service Management: Configuration Management will be able to demonstrate their competence in, and ability to:
- Plan for the implementation of Configuration Management
- Design, implement maintain and manage a Configuration Management Database (CMDB)
- Define and manage Configuration Items (CIs) through their lifecycle
- Define and agree CI types and standard configurations
- Define, document, agree and implement Configuration processes and procedures
- Be aware of the support tools and techniques available for the implementation of Configuration Management and be able to indicate how improvements can be made
- Prepare Configuration Management reports for distribution throughout the organisation and monitor and report on the major metrics of the Configuration process
- Understand the interdependencies between Configuration Management and other IT and Service Management processes
Prerequisites
To be entered for the Practitioner's examination leading to the certificate, the candidate must fulfil three requirements:
- Attend an accredited training course and complete the in-course assignment
- Demonstrate at least one year's experience in the Problem Management process
- Hold the Foundation Certificate in IT Service Management
All delegates must hold the Foundation Certificate. If the delegate doesn't hold the certificate or are waiting for the results, they will be able to attend the course, but not take the exam at the end of it.
Candidates taking the examination immediately following a course will be entered for the examination by the course provider. Those wishing to take the central examination should register direct with the ISEB, from whom the entry form can be obtained.
All PCITSM candidates attending must provide one of the following when sitting any of the PCITSM Exams:
- ISEB Foundation Certificate Number / Candidate Number (a candidate can call any member of the ISEB Team to get this information)
- A copy of their Exin Certificate
- A copy of their Prometric Test Centre result slip
Please note that papers will be witheld from Marking for those who have not provided one of the above. For those who do provide their evidence, the papers will be marked in the usual way and results issued within the four week timescale.
On attending the course please ensure you provide documented evidence that you have passed the ITIL(r) Version 2 Foundation Certificate, by either presenting your certificate (or a copy of your certificate ) to the course lecturer. If you cannot provide the physical certificate, then as a minimum you must provide the certificate number. if the exam board was not ISEB, you must also provide the name of the examination board who issued the certificate . Failure to this will result in you exam results being withheld by the exam accreditation body until proof of V2 Foundation accreditation has been provided.
Course Outline
Planning
The planning and implementation of the Configuration Management process.
On completion of the course the candidate should be able to:
- understand the planning activities involved in implementation of Configuration Management and management of the configuration lifecycle
- understand the potential costs, benefits and problems associated with the implementation of Configuration Management
- develop an outline design of an appropriate CMDB for the management of all IT assets
- know the objectives and scope of Configuration Management
- develop and implement a Configuration Management plan and policy
- demonstrate an awareness of the support tools and techniques for Configuration Management
Management of Configuration Items (CIs) and assets
The checking, classifying and management of CIs.
On completion of the course the candidate should be able to:
- Define and agree which CIs and CI types can be handled through the use of standard definitions and configuration models
- Define, develop and implement lifecycles for each type of CI, together with individual attribute requirements for CI types
- Develop and implement appropriate:
- CI naming standards and conventions
- CI relationship types
- configuration baselines and their usage
- variants and their usage
- CI assemblies and components
- Develop, agree and implement appropriate CI breakdown levels within the CMDB
Maintenance of the Configuration Management Database (CMDB)
Maintenance of an accurate CMDB.
On completion of the course the candidate should be able to:
- Develop and implement procedures to ensure that the accuracy and integrity of the CMDB data is maintained in conjunction with Change Management
- Development and implementation of the appropriate housekeeping, security and recovery procedures for the CMDB
- Development and implementation of the appropriate review and auditing procedures to ensure that the CMDB remains consistent with the definitive Software Library (DSL), the Definitive Hardware Store (DHS) and the actual infrastrcuture, in conjunction with Release Management
Monitor and Report on Configuration Management
Monitor and report on the metrics of Configuration Management, and review the effectiveness of the process.
On completion of the course the candidate should be able to:
- conduct Configuration Management reviews
- identify and report on the metrics of the configuration process
- understand the significance and implications of the various metrics
- understand the need for and methods of auditing process compliance
- review Configuration Management processes identifying areas of weakness, instigating resolutions and recommending proactive improvements
Interfaces and Dependencies
The appreciation and understanding of the scope of the Configuration Management process together with the interfaces and dependencies of the other Service Management processes.
The candidate is able to:
- identify and understand the interfaces that Configuration Management has with the other Service Management processes and other areas of IT
- define and document the dependencies of the other Service Management processes on Configuration Management processes and information
- define and document the dependencies of Configuration Management on the other Service Management processes and information
- implement procedures that facilitate the interfacing and dependence of Configuration Management with all other Service Management processes
This training course is presented on behalf of CourseMonster by an ISEB accredited training provider.
