Chapter 7
Identification
This step requires to you positively identify each asset, or CI, under your control. On small
networks, this task is easy; on larger networks, you might want to use an automated network
configuration management tool to help identify and inventory resources for you.
Your inventory should be comprehensive and include device type, name, model, revision or
build level, installed options (such as memory, expansion cards, and so forth), serial number, and
so on. Ideally, your inventory should be detailed enough that a non-technical individual could
acquire an exact replacement unit should the need arise.
Control
The goal in this step is to ensure that CIs are not altered or replaced without authorization. That
authorization should come through your change-management process, which I described earlier
in this chapter. Ideally, you should implement an automated solution, such as a network
configuration management solution, that can inform you of unauthorized changes to CIs.
Status
You need a means to continually confirm the status of your network devices. Automated tools
can help with this step, verifying that CIs haven't changed since the inventory or last approved
change.
Verification
Auditing should be a manual process that matches physical devices to your inventory and change
schedule. This step ensures that the process is being observed and that your on-hand assets match
your configuration management database.
Assessing Your Practices
As I mentioned earlier, there are several consulting companies who will be happy to assess your
current configuration and change-management practices to help you direct them more toward the
ITIL standard. None of these represent any kind of formal process certification along the lines of
ISO9001, but they can still be useful. You can also purchase self-assessment packages, which
usually cost about $200 and include several spreadsheets that walk you through a sort of
interview in which you rate various aspects of your current processes. The product then scores
you for ITIL compliance and offers pointers for improving your processes by using the ITIL
standards.
To get you started on a manual assessment, I'll walk you through a brief assessment that I've
used with consulting clients in the past. This overview isn't intended to be a complete ITIL
assessment (it focuses mainly on change management, not the entire IT services discipline), but
it will hopefully help you highlight areas of your change-management process that need focus for
improvement or formalization.
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Summary :
Verification Auditing should be a manual process that matches physical devices to your inventory and change schedule. Assessing Your Practices As I mentioned earlier, there are several consulting companies who will be happy to assess your current configuration and change-management practices to help you direct them more toward the ITIL standard. This overview isn't intended to be a complete ITIL assessment (it focuses mainly on change management, not the entire IT services discipline), but it will hopefully help you highlight areas of your change-management process that need focus for improvement or formalization.
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