CMDB - Roles and Responsibilities

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

• Responsible for the process design
• Define the Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for the process
• Arbitrate in any dispute over the allocation of resources and/or responsibilities
• Sponsor the communication campaign to promote awareness and acceptance of the Configuration Management process
• Provide the description, mission statement, roadmap, strategy, process objectives and metrics to measure success and obtain formal approval for the Configuration Management process and its associated procedures.
• Monitor and review the execution of the Configuration Management process at a high-level, ensure it remains consistent with the organization’s current culture and IT Service Management strategy and ensure coordination with all other ITS processes
• Manage, monitor, review and update all procedural documentation and work instructions
• Manage any new requirements or changes to the Process
• Define and improve the audit process; Monitor and review the execution of periodic audits
• Promote the Service Management vision to top-level/ Senior Management
• Ensure that all relevant staff have the required technical and business understanding, knowledge and training in the process, and are aware of their role in the process
• Coordinates design work for CI discovery and other data import methods

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.

• Collaborating with the ITS Service Configuration Management Process (SACM) Owner
• Primary responsibility for ensuring that the ITS CM process is being followed
• Ensuring that the appropriate resources are available and assigned to activities.
• Monitoring the process and initiating corrective action (if needed).
• Providing metrics to demonstrate the effectiveness of the process for stakeholders and management.
• Providing reporting on assets to asset owners including highlighting incomplete or out-of-date asset information discovered within asset records.
• Providing guidance to process participants as needed to aid compliance with policy.
• Accountable for artifacts associated with the process, including but not limited to ensuring the CDMB and Configuration Items are up-to-date, complete, accurate and properly associated.
• Accountable for the operation of sub-processes operating within the Asset Lifecycle and the Configuration Management areas.

• Ensuring compliance with appropriate ITS Yale Policies (Change Management Policy, InfoSec Policy, Problem Management Policy, Incident / Major Incident Management Policy and Request Policy.

Manages and/or provides guidance for maintaining Configuration Items.  Owns one or more CI types.

• Assists in establishing and improving the processes
• Follow the Change Management process for any new or updates to CIs.
• Provide guidance as to which CIs should be captured within the CMDB and the required CI attributes
• Participates in audits and the CMDB exception resolution
• Collaborate in the preparation of documentation for new or existing ITS Services

Manages and/or owns one or more CI.

• Creates and updates new CIs for which they own

• Responsible for any updates to the CIs they own

• Follow the Change Management process for any new or updates to CIs.

• Responsible for the accuracy and currency of the CIs and attributes

• Maintains CI information within the CMDB

• Works closely with the SMO, the Process Owners Group, the Service Board and other groups as needed to maintain and improve the ITSM program.

• Work with SMO to establish long-term ITSM strategy.

• Review and approve ITSM roadmap.

• Review, propose, and support major project proposals and activities that advance ITSM capability, including formal adoption of new processes or change in scope of existing processes; major tool upgrades; or addition of new tool modules.

• Work with SMO Director on portfolio proposals for presentation to SMG.

• Review status of Projects within the ITSM portfolio.

• Review and approve major ServiceNow enhancement requests.

• Propose agenda items for the Service Management Community of Practice sessions.

To oversee direct actions and changes to Service Asset and Configuration Management (SACM) and all ITS related configuration management activities.

• Ensure that Service Asset and Configuration Management policies and procedure are in alignment with ITS initiatives

• Provide leadership, managerial oversight, and decision making process to ensure effective configuration management activities

• Promote and encourage interactions with other relevant processes, such as Architecture, Information Security, Project Management, Business Continuity Planning / Disaster Recovery, Internal Audits, Incident, Change and Problem Management, in order to improve transparency, communication, and coordination

• Ensure continuity of SACM Policy and SOP

• Oversee deviations and waivers to SACM

Evaluate New CI Type to be Created

C

C

R

R

R

A/R

Assign Unique Identifier

A/R

Specify Relevant Attributes

C

A

R

Specify Appropriate Relationship(s)

I

A

I

I

R

Notify CI Owners of New CI Type

I

A

R

Road Map ServiceNow Configuration Management

(CMDB, SAM and HAM)

I

I

I

C

R

A

R

Approve Additional Enhancements and System Functionality / Financial Spend

R

R

A

R

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

Submit Change Request

R

A

R

I

I

R

Validate Change Request

R

R

A

R

Validate CI Attributes

I

A

R

I

R

Approve Change Request

A/R

R

I

I

R

Review Invalid Attributes

A/R

I

I

C

Update CMDB

R

A/R

I

I

R

Close Change Request

A/R

R

I

I

R

Authorize or Reject Report Request

R

R

R

A/R

Create or Update Configuration Management Report

C

C

A/R

Generate Configuration Management Report

I

I

I

C

C

A/R

Approve Verification & Audit Request

A/R

R

Execute Audit using Data Certification

R

A/R

Reconcile with CMDB CI Remediation

R

R

A

Determine Corrective Action

A/R

I

I

R

Initiate Corrective CMDB Action

A/R

I

I

R

Execute Corrective Action

I

R

A

R

I

I

C