What Is the Purpose of
The purpose of your conﬁguration management process is to collect and maintain
relevant information about your assets, and ensure that this information is available
when and where it is needed. This information about what assets you own, how they
are conﬁgured, and how they are connected together to support your IT services is
required for many different reasons.
Conﬁguration management is important because almost every single IT activity makes
use of some conﬁguration information. So effective conﬁguration management can
improve how well you carry out every single ITSM process.
Here are some examples:
Incident management can use conﬁguration information to see what
has changed, which is often the vital information needed to understand
an incident. You can also use stored conﬁguration information to check
that components are conﬁgured correctly, and to help you to understand
the impact of incidents, for example by showing which services run on a
particular server or how many users are connected via a particular router.
Problem management can use conﬁguration information to see which
components may be affected by a particular problem, and therefore to
help prioritise problems. Problem management can also make use of
conﬁguration information when investigating root causes since it will offer
insight into how components interact.
Change management can use conﬁguration information to help understand
the risks of a change. Change management can use historical conﬁguration
information to help plan the rollback of failed changes and to identify
Release management can use conﬁguration information to help plan
deployments. Detailed information about numbers and locations of
components that require a particular release is essential for this purpose.
Information security management can use conﬁguration information to
support audits and to help identify unauthorized modiﬁcations, which may
indicate a security breach. It also requires conﬁguration information to identify
potentially vulnerable components. This requirement may be urgent when a
supplier identiﬁes a new vulnerability and you need to react quickly.
Capacity management requires conﬁguration information to help plan
Financial management requires conﬁguration information to ensure that an
organization’s valuable assets are properly tracked and managed.
I won’t list every possible ITSM process here, but you may ﬁnd it helpful to consider
each of your processes to identify what conﬁguration information is needed, and
whether that information is currently available whenever and wherever the need exists.
Tips to Help You Improve Conﬁguration Management