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Representative POMs are described for Configuration Management at each level of maturity.

2Basic

• Practice

  Decide the level and scope of service component Configuration Items (CIs), and develop a basic listing of CIs.

  Outcomes

  • Deciding the level and scope of CIs is a critical decision for a business.
  • For example, do you consider a laptop as a CI or do you break it down into its component parts — CPU, memory, HDD etc.
  • The listing of CIs provides increased control and reliability through the detection and correction of improper configurations.

  Metrics

  • Availability of a CI listing.
  • # of CIs listed.

3Intermediate

• Practices

  • Create a comprehensive documented definition of each CI.
  • Record a description of the CI, its status, version and location, together with any change requests or associated problems in a Configuration Management Database (CMDB).

  Outcomes

  • A CMDB is available and provides a comprehensive documented definition of each type of CI.
  • It is seen as a ‘single source of truth’.
  • This provides the ability to be proactive, and to provide preventative maintenance.

  Metric

  % of CI records available in the CMDB.

4Advanced

• Practice

  Record the relationship(s) between CIs, and between CIs and service components in a CMDB.

  Outcome

  The CMDB makes it possible to accurately analyse the impact of any proposed changes.

  Metric

  % of CI records available in the CMDB.% of CI records with interrelationships documented and available in the CMBD.

5Optimized

• Practice

  Connect the CMDB to other service management and business processes (e.g. financial asset management) and integrate it with the service catalogue.

  Outcome

  The connection of the CMDB and other service management and business processes facilitates the enhanced reconciliation and management of complex IT systems and infrastructures.

  Metric

  % of related systems connected to the CMDB.