Spis treści

Introduction....................................................................................................III

Acknowledgments ........................................................................................VII

STAGE 1 Assemble the Project Team and Define the Project .....................1

Step 1. Assemble Project Team .........................................................................................................5

Step 2. Obtain CMDB Knowledge .....................................................................................................13

Step 3. Create and Agree on CMDB Goals and Mission Statement ..................................................21

Step 4. Review and Define Benefits ...................................................................................................27

Step 5. Build a Business Case ..........................................................................................................37

STAGE 2 Define Requirements and
Create IT Service Model Blueprint ......................................................45

Step 6. Identify and Review Governance Requirements .....................................................................51

Step 7. Review and Select Supporting Best Practices .........................................................................57

Step 8. Identify Requirements to Address Potential Problems ............................................................63

Step 9. Identify Inventory and Asset Requirements .............................................................................69

Step 10. Define Service Catalog Requirements .................................................................................75

Step 11. Define CMDB Requirements to Support Other Processes ....................................................83

Step 12. Define Configuration Item Level and IT Service Model .........................................................89

Step 13. Define Configuration Item Relationships ..............................................................................101

Step 14. Define Configuration Item Attributes .....................................................................................109

Step 15. Design IT Service Model Blueprint .......................................................................................119

STAGE 3 Select CMDB Solution and Tools ........................................127

Step 16. Select CMDB Solution .........................................................................................................131

Step 17. Plan the CMDB Population ...................................................................................................145

Step 18. Select Tools to Automate CMDB Population ........................................................................157

Step 19. Calculate Project ROI ............................................................................................................163

STAGE 4 Construct and Maintain Your CMDB ...................................173

Step 20. Construct Your CMDB ............................................................................................................177

Step 21. Create CI Lifecycle Management Processes .........................................................................185

Step 22. Build Supporting Processes ....................................................................................................193

Step 23. Populate Your CMDB ..............................................................................................................201

Step 24. Train the CMDB Team and Users ...........................................................................................209

STAGE 5 Driving Ongoing Value .........................................................217

Step 25. Implement Measures and Metrics ............................................................................................221

Step 26. Create a Continual Service Improvement Program .................................................................229

Epilogue ...........................................................................................................