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Role | Description | Responsibilities |
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CM Process Owner | Has the overall accountability for ensuring the suitability of the Configuration Management process to the organization. Ensure that the Configuration Management process is Fit for Purpose |
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Configuration Manager/Analyst | Responsible for the execution of the Process (directly perform or delegate responsibilities). Includes operating the defined and agreed process, ensuring it interfaces with all other relevant processes, reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle. |
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CI Class Process Owners | Manages and/or provides guidance for maintaining Configuration Items. Owns one or more CI types. |
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CI Owner | Manages and/or owns one or more CI. |
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Service Management & Portfolio Executive Committee (SPEC) | Provides oversight and guidance across the entire IT Service Management (ITSM) portfolio. Ensures that Service Management activities are consistent with best practices and that the Service Management Office SMO) maintains a stable ITSM tool platform. Also, advocates for major projects and enhancements that advance organizational ITSM maturity |
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Configuration Control Board (CCB) | To oversee direct actions and changes to Service Asset and Configuration Management (SACM) and all ITS related configuration management activities. |
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Discovery roles
role | description |
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discovery_admin | execute discovery schedules |
credential_admin | enter credentials |
CMDB Roles
role | description |
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ecmdb_admin | manage cmdb Ci classes |
itil_admin | allow access to CI Class Manager view and Health Reporting |
cmdb_query_builder | allow access to create CMDB queries |
itil | readonly access to all classes |
RACI(Responsible Accountable Consulted Informed)
Activities | Change Manager n/aitil | CI Owners ecmdb_admin credential_admin cmdb_query_builder | CI Process Owners ecmdb_admin credential_admin cmdb_query_builder | CCB n/aitil | SPEC itil | ServiceNow Admin discovery_admin ecmdb_admin Credentialcredential_admin itil_admin cmdb_query_builder | Configuration Manager/Analyst discovery_admin ecmdb_admin Credentialcredential_admin itil_admin cmdb_query_builder | ||||
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CONFIGURATION IDENTIFICATION PHASE | |||||||||||
Evaluate New CI Type to be Created |
| C | C | R | R | R | A/R | ||||
Assign Unique Identifier |
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Specify Relevant Attributes |
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Specify Appropriate Relationship(s) | I | A |
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Notify CI Owners of New CI Type |
| I | A |
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| R | ||||
Road Map ServiceNow Configuration Management (CMDB, SAM and HAM) |
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Approve Additional Enhancements and System Functionality / Financial Spend |
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DISCOVERY | |||||||||||
Implement production Mid-server topology | I | I | A/R | ||||||||
Obtain Credentials for approved classes | A/R | I | C | ||||||||
Create discovery Schedules | C | I | A/R | ||||||||
Execute discovery Schedules | C | I | A/R | ||||||||
CHANGE MANAGEMENT | |||||||||||
Submit Change Request | R | A | R | I |
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Validate Change Request | R | R | A |
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Validate CI Attributes | I | A | R |
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Approve Change Request | A/R | R | I | I |
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Review Invalid Attributes |
| A/R | I | I |
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Update CMDB | R | A/R | I | I |
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Close Change Request | A/R | R | I | I |
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STATUS ACCOUNTING AND REPORTING | |||||||||||
Authorize or Reject Report Request |
| R | R | R |
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Create or Update Configuration Management Report |
| C | C |
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Generate Configuration Management Report | I | I | I | C | C |
| A/R | ||||
VERIFICATION AND AUDIT | |||||||||||
Approve Verification & Audit Request |
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Execute Audit using Data Certification |
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Reconcile with CMDB CI Remediation |
| R | R |
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Determine Corrective Action |
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| A/R | I | I | R | ||||
Initiate Corrective CMDB Action |
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| A/R | I | I | R | ||||
Execute Corrective Action | I | R | A | R | I | I | C | ||||
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