Which of the following information should the configuration management system consists of?

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Q: Which is the correct order and detail for the phases of the release and deployment process?

A Release deployment, release build, release test, release planning, release review, and close

B Release and deployment planning, release build and test, deployment, review, and close

C Release and deployment build and test, deployment, release and deployment planning, review, and close

DDeployment, planning, build and test, review, and close

A

Explanation: Answer option A is correct.

Release Management is used for delivering, distributing, and tracking one or more changes in a release into the live environment. It is used to implement a group of related and compatible Configuration Items into a batch, which is called a release. Change Management administers each release via a request for change to ensure that there is authorizing, scheduling, and correct implementing of the group of changes in a release.

Answer option D is incorrect. Service Level Management is used to define, agree, record, and manage levels of service. Service Level Management manages the services depending on tangible records of services, service level targets, and the characteristics of the workload. This process supports in achieving a balance between service cost, quality, and workloads.

Answer option C is incorrect. Capacity Management ensures that the service provider has, at all times, sufficient capacity so that the current and the future needs of the customer get fulfilled. The Capacity Management process is the focal point for all performance and capacity issues.

Answer option B is incorrect. Information Security Management is used to manage information security effectively among all service providers. Information Security is a system of policies and procedures. It is designed to recognize, control, and protect information and any equipment that is used in connection with its storage, transmission, and processing.

C

Explanation: Answer option C is correct.

The objective of Configuration Management is to define and control the service and infrastructure components, and to maintain accurate configuration information.

This process is used to manage the service assets and Configuration Items to support the other Service Management processes. The documents of Configuration Management are configuration records and records of deficiencies.

The activities of Configuration Management are as follows:
Management & Planning: This activity defines the following features:
It defines the strategy, policy, scope, objectives, processes, and procedures.
It defines the roles and responsibilities of involved staff and stakeholders.
It defines the location of storage areas and libraries that contains hardware, software, and documentation.
It defines the Configuration Management Database design.
It defines Configuration Item (CI) naming conventions.
It manages housekeeping including license management and archiving of configuration.
Identification: This activity determines the CIs that will be recorded, their attributes, and their relationships with other CIs. Identification can take place for the following:
Hardware and Software
Business systems
Packages
Physical databases
Feeds between databases and links
Configuration baselines
Software releases
Documentation
Control: This activity ensures that there is a recording of only authorized and identifiable CIs from receipt to disposal so as to protect the integrity of the CMDB. Control occurs when the CMDB is changed, including:
Registration of all new CIs and versions
Update of CI records and license control
Update regarding RFCs and Change Management
Update the CMDB when physical items are periodically checked
Status Accounting: The reporting of all the current and historical data is related to each CI in its Lifecycle and provides information about the following:
Configuration baselines
Latest software item versions
The person who is responsible for status change
CI change/incident/problem history
Reporting: Reporting is the Process Manager's responsibility. The reports of Configuration Management are provided to the Service Level Manager to communicate the feedback on service levels to the customer.
Verification and Audit: Reviews and audits are used to verify the existence of the CIs and confirm that the CIs are correctly recorded in the CMDB. There should be conformity between the documented baselines and the actual environment to which the CIs are referring.

D

Explanation: Answer option D is correct.

The Definitive Media Library (DML) is a secure library where software that has been properly reviewed and authorized is stored. Technically, Configuration Items (CIs) are what is stored in the DML after they meet up organizational standards. It is a single logical storage area even if there are multiple locations. All software in the DML is under the control of Change and Release Management and is recorded in the Configuration Management System.

Answer option A is incorrect. Configuration Management Database is the fundamental component of the ITIL Configuration Management (CM). CMDB represents the authorized configuration of the significant components of the IT environment. It helps an organization understand the relationships between these components and track their configuration.

CMDB implementations often involve federation, the inclusion of data into the CMDB from other sources, such as Asset Management, in such a way that the source of the data retains control of the data. Federation is usually distinguished from ETL (extract, transform, and load) solutions in which data is copied into the CMDB.

Answer option C is incorrect. The Definitive Software Library (DSL) is one or more locations in which the definitive and approved versions of all software Configuration Items (CIs) are securely stored. It may also contain associated CIs such as licenses and documentation. It is a single logical storage area even if there are multiple locations. All software in the DSL is under the control of Change and Release Management and recorded in the CMDB. Only software from the DSL is acceptable for use in a Release.

Answer option B is incorrect. Knowledge Management is used to gather, analyze, store, and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge. It is part of Service Transition and the owner of Knowledge Management is the Knowledge Manager. ITIL V3, however, defines Knowledge Management as the one central process responsible for providing knowledge to all other IT Service Management processes.

Note: Knowledge Management is dealt with in many other Service Management processes. The Knowledge Management process itself ensures that all information used within Service Management, stored in the Service Knowledge Management System, is consistent and readily available.

A B D

Explanation: Answer options B, A, and D are correct.

The objective of Release Management is to deliver, distribute, and track changes in a release into the live environment. Release Management implements the group of related and compatible Configuration Items into a batch, known as a release.

The activities of Release Management are as follows:
Release policy and planning: Release policy is developed by the Release Manager for each system. Release policy defines when and how releases are configured. Major releases are planned at the initial stage with the release identification or version number, so that any change can be considered at right time.
Design, building, and configuration: The standard procedure is developed for designing, building, and configuring releases. The installation instructions and instructions for configuring releases are also referred to as CI's under the control of Change Management and Configuration Management. The software and hardware components of a release are carefully configured and recorded so that they can be reproducible. Operating instructions make sure that there is always a combination of same set of components. Standardized hardware that is used for compiling or creating images is often reserved.
Testing and release acceptance: In order to avoid inadequate testing that leads to unsatisfactory changes and releases, before implementation, the release should have a functional test by representatives of the users and an operational test by IT management personnel. They will consider the technical operation, functions, operational aspect, performance, and integration with the rest of the infrastructure. The test should also include the installation script, back-out procedures, and any change to the management procedures.
Rollout planning: The release plan drawn up during the preceding stages is now provided with information for the exact implementation activities.
Communication, preparation, and training: The plans and their effect on routine activities should be understood by personnel who communicate with customers, operational personnel, and representatives of the user organization. This is possible through training sessions, cooperation, and joint involvement in release acceptance. If the release is rolled out in stages, the users should be made aware of the plans and when they can expect the new functions.
Distribution and installation: The logistics processes for purchase, storage, transport, delivery, and hand-over of software and hardware is monitored by Release Management. The process is supported by procedures, records, and accompanying documents such as packing slips so that the reliable information can be provided to the Configuration Management. Only authorized personnel can access hardware and software storage facility.
Answer option C is incorrect. Status Accounting is the activity of Configuration Management.

D

Explanation: Answer option D is correct.

The Service Asset and Configuration Management process is responsible for controlling, recording and reporting on versions, attributes, and relationships relating to components of the IT infrastructure. Service Asset and Configuration Management is used to maintain information about Configuration Items (CI) required to deliver an IT service, including their relationships. It is part of Service Transition and the owner of Service Asset and Configuration Management is the Configuration Manager. Activities and process objectives of the Service Asset and Configuration Management process are broadly identical in ITIL V3 and V2. ITIL V3 introduces the "Configuration Management System (CMS)" as a logical data model, encompassing several Configuration Management Databases (CMDB). The sub-processes of Service Asset and Configuration Management are as follows:
Configuration Management Support
Configuration Verification and Audit
Answer option A is incorrect. Service Catalog Management is used to ensure that a Service Catalog is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. It provides vital information for all other Service Management processes:
Service details
Current status
Services' interdependencies
It is part of Service Design and the owner of Service Catalog Management is the Service Catalog Manager.

Service Catalog Management was added as a new process in ITIL V3. In ITIL V2, the Service Level Management process mentioned the concept of a Service Catalog.

Answer option B is incorrect. ICT Operations Management provides the day-to-day technical supervision of the ICT infrastructure. Often confused with the role of Incident Management from Service Support, operations is more technical and is concerned not solely with incidents reported by users, but with events generated by or recorded by the infrastructure.

ICT Operations may often work closely alongside Incident Management and the Service Desk, which are not-necessarily technical, to provide an 'Operations Bridge'. Operations should primarily work from documented processes and procedures and should be concerned with a number of specific sub-processes, such as: Output Management, Job Scheduling, Backup and Restore, Network Monitoring/Management, System Monitoring/Management, Database Monitoring/Management, and Storage Monitoring/Management. Operations are responsible for the following:
A stable, secure ICT infrastructure
A current, up to date Operational Documentation Library ("ODL")
A log of all operational events
Maintenance of operational monitoring and management tools
Operational Scripts
Operational Procedures
Answer option C is incorrect. Service Level Management provides for continual identification, monitoring, and reviewing the levels of IT services specified in the service level agreements (SLAs). It ensures that arrangements are in place with internal IT Support Providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs). The process involves assessing the impact of change upon service quality and SLAs. The Service Level Management process is in close relation with the operational processes to control their activities. The central role of Service Level Management makes it the natural place for metrics to be established and monitored against a benchmark.

Note: Service Level Management is the primary interface with the customer (as opposed to the user, who is serviced by the Service Desk).

Which of the following information should be configured management system consists of?

What information does configuration management provide?

Which of the following should configuration management cover?

What should be included in a configuration management plan?