Configuration

Configuration items (CIs) are generally any component of an IT Infrastructure and typically include IT services, hardware, software, buildings, people and formal documentation such as process documentation and service level agreements. Information about each configuration itemA component that needs to be managed in order to deliver an IT service. Information about each CI is recorded in a configuration record within a Configuration Management Database (CMDB) and is maintained throughout its lifecycle by Configuration Management. Configuration items typically include IT services, hardware, software, buildings, personnel, and formal documentation such as process documentation. is recorded in a configuration record and is maintained throughout its lifecycle by Configuration Management.

A changeA process for assessing and reducing the impact and risks of proposed changes. is usually scheduled to implement or deploy a configuration item through the release mechanism. In HEAT, configuration items include physical assets as well as services. During the change, the Change ManagerEnsures that changes are introduced into the organization with minimum disruption to existing services. The Change Manager can initiate a change request, but usually manages the change through its lifecycle. needs to ask which are the configuration items that have been affected, how have they been affected, and which services are impacted by the affected configuration items. For example, implementing a new Microsoft Exchange server (which is a configuration item) could potentially impact email services (which is a service).

The Change Manager can also view the CI map to view the services that might be impacted by or impact the change.

The Change Manager can also view the baseline of a configuration item before making the change. Baseline of the associated configuration item is recorded in the Baseline Comparison tab of the configuration item record and the Baseline tab of the change record when the change is in implemented status.

Configuration Process

The change management databaseSee CMDB. (CMDB) has relationships with HEAT processes in the following areas:

• Incident
• Problem
• Change
• Release
• Service Request

See Linking CIs to Other Objects for more information on each of these objects.

Viewing Configuration Items

• Log into the Service Desk Console as an administrator or HEAT Discovery Manager, then open the CI workspace. A list of configuration items appears.
• Double-click a record to view results.

The CI Workspace

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