itSMF KPI Scorecard© - Configuration Management

Metrics Trending Scorecards

Status
Trend
Progress
ID KPM Name Actual Polarity Reporting Period Jan-07
White
↑ W CFM001 Number of licenses not used "" L Dashboard
White
↑ W CFM002 Number of failed RFCs from bad CMDB data "" L Process Map
White
↑ W CFM003 Number of unauthorized configurations "" L Root Cause
White
↑ W CFM004 Number of incidents from failed changes caused by wrongly documen"" L Initiatives
White
↑ W CFM005 Number of breached SLA because of CMDB errors "" L
↑ W CFM006 Number of RFCs without corresponding CI updating "" L
White

↑ W CFM007 Percentage of inaccurate CIs "" L

Metrics Administration
White

White
↑ B CFM008 Customer Satisfaction "" M Home
Tables
Input Metric Values
Edit Metric Attributes
Changes/Revisions

Legend
Status Trending Progress
Red ↑ Up B Better
Yellow ↔ Same S Same
Green ↓ Down W Worse
No data Polarity
M more is better
L less is better
©itSMF-International 2008. All rights reserved. No part of
this application may be reproduced in any form by
electronic copying, print, photo print, microfilm or any other
means without written permission by the publisher.
Although this application has be
 ©itSMF-International 2008. All rights reserved. No part of
this application may be reproduced in any form by
electronic copying, print, photo print, microfilm or any other
means without written permission by the publisher.
Although this application has be

itSMF KPI Scorecard© - Configuration Management

Metrics Trending Scorecards
Status
Trend
Progress
ID KPM Name Actual Polarity Reporting Period Jan-07
 Key Metrics
Configuration Management Dashboard Reporting Period Jan-07

Status
Trend
Progress
Perform & Benefits Status
Trend
Progress
KGIs & Initiatives
Quality
Performance Indicators Key Goal Indicators Efficiency
100% 1 Effectiveness
Activity Goals Process Goals IT Goals Cost Avoidance
80% 0 0 0 Productivity
Agility
60%

Efficiency
0.5 Status
Trend
Progress
Inputs Actual
40% Status Status Status

20%

0%
0
lity nc
y
e ss 0 0.5 1
ua ie en
Q ffic tiv Effectiveness
E c
fe
Ef

Benefit Indicators Improvement Initiatives

Status
Trend
Progress
Outputs Actual
Benefit 1 Benefit 2 Benefit 3
Cost Avoidance Productivity Agility

Status Status Status

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Status
Trend
Progress
Work Load Actual

Status
Trend
Progress
Service Support Processes Actual Status
Trend
Progress
Service Delivery Processes Actual
Dependency

↑ B SD005
White
SD Customer Satisfaction "" ↑ B SLM009 SLM Customer Satisfaction
White
""
↑ B IM010
White
IM Customer Satisfaction "" ↑ B FM010
White
FM Customer Satisfaction ""
↑ B PM010
White
PM Customer Satisfaction "" ↑ B CPM010 CPM Customer Satisfaction
White
""
↑ B CM012
White
CM Customer Satisfaction "" ↑ B AM016
White
AM Customer Satisfaction ""
↑ B RM009
White
RM Customer satisfaction "" ↑ B SCM010 SCM Customer Satisfaction
White
""
↑ B CFM008 CFM Customer Satisfaction
White
""

Status
Trend
Progress
Efficiency Actual Status
Trend
Progress
Cycle Time Actual
Efficiency

Legend
Status Trending Progress
Red ↑ Up B Better
Yellow ↔ Same S Same
Green ↓ Down W Worse
No Data
 Configuration Management - Performance & Benefit Indicator Scorecards

Quality Efficiency Effectiveness

Index Name Quality Index Name Efficiency Index Name Effectiveness
Description Measures that indicate quality process Description Measures that indicate efficient process Description Measures that indicate effective process
Index Index Index
Status Trend Progress Status Trend Progress Status Trend Progress
Median Median Bette
Median
Up Bette Up Better Up
r r
Sa Sa Same Sam Sam
me Sam me e
e Wors e
Do Do Do Wor
Wor e
wn wn wn se
se

Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual

### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######

Benefit 1 Benefit 2 Benefit 3

Index Name Cost Avoidance Index Name Productivity Index Name Agility
Description Measures that indicate cost savings/avoidance benefits Description Measures that indicate enhanced productivity benefits Description Measures that indicate improved agility benefits
Index Index Index
Status Trend Progress Status Trend Progress Status Trend Progress
Median Median Median
Up Bette Up Better Bette
Up
r Sa r
Sa Sam Same Sa
me Sam
me e me
Wors e
Do Wor Do Do Wor
wn e
wn se wn se

Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual

### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######

 Configuration Management - Key Goal & Improvement Initiative Indicator Scorecards

Activity Goals Process Goals IT Goals

Index Name Index Name Index Name
Description Description Description
Index Index Index
Status Trend Progress Status Trend Progress Status Trend Progress
Median Median Median
Up Up Up Better
Better Bette
Sa Sa r Sam
Same e Same
me me Sam
Do Wors Do e Do Wors
wn e wn Wor wn e
se

Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual

### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######

Initiative 1 Initiative 2 Initiative 3

Index Name Index Name Index Name
Description Description Description
Index Index Index
Status Trend Progress Status Trend Progress Status Trend Progress
Median Median Median
Up Better Up Better Up Bette
Sa Sa Same Sa r
Same Sam
me me me
Wors Wors e
Do Do Do
e e Wor
wn wn wn se

Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual

### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######

 Key Metrics
Configuration Management - Process Map Scorecard Reporting Period Jan-07

Status
Trend
Progress
Performance Status
Trend
Progress
CSFs
Loop Quality
Efficiency
Activities

Effectiveness
2. 4 . Status 5. 6. Maturity Level
1. Planning
Identification Accounting Verification Improvement Initiatives in Progress
Anticipated Benefits

# Status
Trend
Progress
Inputs Actual

3. Control
Control

Definitive Software Library – DSL / Definitive Hardware Store - DHS

Real World Objects - RWO
CMDB
Relationships

# Status
Trend
Progress
Outputs Actual
Support

12. Build /
9. Known 11. Change
7. Incident 8. Problem 10. RFC Test 13. Success 14. Close
Error Authorized Release

No
Relationships
Delivery

15. Service 16. 17. 18. 19. 20 .

Level Financial Availability Capacity Continuity Security
Mgmt. Mgmt . Mgmt . Mgmt . Mgmt . Mgmt .

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
#N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A #N/A
# Status
Trend
Progress
Work Load Actual

Status
Trend
Progress
Service Support Processes Actual Status
Trend
Progress
Service Delivery Processes Actual
Dependency

↑ B SD005
White
SD Customer Satisfaction "" ↑ B SLM009 SLM Customer Satisfaction
White
""
↑ B IM010
White
IM Customer Satisfaction "" ↑ B FM010
White
FM Customer Satisfaction ""
↑ B PM010
White
PM Customer Satisfaction "" ↑ B CPM010 CPM Customer Satisfaction
White
""
↑ B CM012
White
CM Customer Satisfaction "" ↑ B AM016
White
AM Customer Satisfaction ""
↑ B RM009
White
RM Customer satisfaction "" ↑ B SCM010 SCM Customer Satisfaction
White
""
↑ B CFM008 CFM Customer Satisfaction
White
""

Status
Trend
Progress
Efficiency Actual Status
Trend
Progress
Cycle Time Actual
Efficiency

Legend
Status Trending Progress
Red ↑ Up B Better
Yellow ↔ Same S Same
Green ↓ Down W Worse
No Data
 Configuration Management - Performance Scorecards

Quality Efficiency Effectiveness

Index Name Quality Index Name Efficiency Index Name Effectiveness
Description Measures that indicate quality process Description Measures that indicate efficient process Description Measures that indicate effective process
Index Index Index
Status Trend Progress Status Trend Progress Status Trend Progress
Median Median Bette
Median
Up Bette Up Better Up
r r
Sa Sa Same Sam Sam
me Sam me e
e Wors e
Do Do Do Wor
Wor e
wn wn wn se
se

Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual

### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######

Maturity Initiatives Benefits

Index Name Maturity Level Index Name Initiatives in Progress Index Name Anticipated Benefits
Description Measures that indicate the current process maturity level Description Measures that indicate the progress of improvements Description Measures that indicate the anticipated benefits
Index Index Index
Status Trend Progress Status Trend Progress Status Trend Progress
Median Median Median
Up Bette Up Better Bette
Up
r Sa r
Sa Sam Same Sa
me Sam
me e me
Wors e
Do Wor Do Do Wor
wn e
wn se wn se

Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual

### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######

 Configuration Management - Critical Success Factor Scorecards

CSF 1 CSF 2 CSF 3

Index Name Index Name Index Name
Description Description Description
Index Index Index
Status Trend Progress Status Trend Progress Status Trend Progress
Median Median Median
Up Up Up
Better Bette Better
Sa Sa r Sam
Same e Same
me me Sam
Do Wors Do e Do Wors
wn e wn Wor wn e
se

Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual

### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######

CSF 4 CSF 5 CSF 6

Index Name Index Name Index Name
Description Description Description
Index Index Index
Status Trend Progress Status Trend Progress Progress
Median Median Status Trend Median
Up Better Up Better Bette
Up
Sa Sa Same r
Same Sa Sam
me me
Wors Wors me e
Do Do
e e Do Wor
wn wn
wn se

Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual

### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######

 Configuration Management - Process Sensor Documentation - Diagnostic Reasoning

# Status
Trend
Progress
KPM ID Description Actual Suspect "Root Causes" Prescriptive Remedies
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
 Configuration Management - Root Cause Analysis
Reporting Period Jan-07
Measures that indicate quality process Measures that indicate efficient process Measures that indicate effective process
Quality Efficiency Effectiveness

Cause Anticipated Benefits

Measures that indicate the anticipated benefits

Legend

Status Trending Progress

Red ↑ Up B Better
Yellow ↔ Same S Same
Green ↓ Down W Worse
Maturity Level Workload Supporting Processes No Data
Measures that indicate the current process maturity level Measures that indicate the level of workload Measure that indicate the satisfaction of supporting processes
 Configuration Management - Root Cause Scorecards
Causal 1 Causal 2 Causal 3
Index Name Quality Index Name Efficiency Index Name Effectiveness
Description Measures that indicate quality process Description Measures that indicate efficient process Description Measures that indicate effective process
Index Index Index
Status Trend
Up
Progress
Median Status Trend
Up
Progress
Median Status Trend
Up
Progress
Median
Better Better Better
Sam Sam Sam
e Same e Same e Same
Dow Dow Dow
Worse Worse Worse
n n n

Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual

### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######

Causal 4 Causal 5 Causal 6

Index Name Maturity Level Index Name Workload Index Name Supporting Processes
Description Measures that indicate the current process maturity level Description Measures that indicate the level of workload Description Measure that indicate the satisfaction of supporting processes
Index Index Index
Status Trend
Up
Progress
Median Status Trend
Up
Progress
Median Status Trend
Up
Progress
Median
Better Better Better
Sam Sam Sam
e Same e Same e Same
Dow Worse Dow Dow
n Worse n Worse
n

Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual Status
Trend
Progress
KPM ID Actual

### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######### 0 0 0 0 0 0 0 0 0 ######

Effect
Index Name Anticipated Benefits
Description Measures that indicate the anticipated benefits
Index
Status Trend
Up
Progress
Median
Better
Sam
e Same
Dow
n Worse

Status
Trend
Progress
KPM ID Actual
### 0 0 0 0 0 0 0 0 0 ######
Initiatives This page summarises all improvement initiatives.

Date Process Initiative Name Requested by Completed By KPM ID Date Completed ID #

1
2
3
4
5
6
7
8
9
10
11
12
13
14
Configuration Management Jan-07 Previous - Actual "" Progress Worse Status White CFM001

Number of licenses not used

90
80
70
60
50
Score

40
30
20
10
-
Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Month

Legend Yr. Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Actual "" "" "" "" "" "" "" "" "" "" "" ""
Target 50 50 50 50 50 50 50 50 50 50 50 50
Caution 50 50 50 50 50 50 50 50 50 50 50 50
Danger 80 80 80 80 80 80 80 80 80 80 80 80

Configuration Management Number of licenses not used

Goal

The goals of the Configuration Management process are: account for all the IT assets and configurations within the organization and its services; provide accurate information on
configurations and their documentation to support all the other Service Mana
Mission To identify, control and audit the information required to manage IT services by defining and maintaining a database of controlled items, their status, lifecycles and relationships and any
information needed to manage the quality of IT services cost effec
Objective To identify and manage the IT infrastructure information and relationships accurately and effectively according to business need and agreed policy standards.
Description The CMDB has a record of all software licenses and where they are deployed, so a report of unused licenses can be produced.
Specification The
SomeConfiguration Management
unused licenses are to beprocess should
expected - theyhave control
are there to of software
provide for licenses
capacity to minimize
needs over the
the cost
next of unused
several licenses.
weeks. A high level of unused licenses points to a Capacity Management
Justification problem - but that, in turn, points to a poor use of the CMDB by Capacity M
Audience Process Owner, IT Management, SLA Process Owner, Business Customer, Team Members, SIP Process Owner
Constraints None
Polarity Less is Better

Process Owner Email

Comments
or Actions
Configuration Management Jan-07 Previous - Actual "" Progress Worse Status White CFM002

Number of failed RFCs from bad CMDB data

25

20

15
Score

10

-
Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Month

Legend Yr. Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Actual "" "" "" "" "" "" "" "" "" "" "" ""
Target 10 10 10 10 10 10 10 10 10 10 10 10
Caution 10 10 10 10 10 10 10 10 10 10 10 10
Danger 20 20 20 20 20 20 20 20 20 20 20 20

Configuration Management Number of failed RFCs from bad CMDB data

Goal

The goals of the Configuration Management process are: account for all the IT assets and configurations within the organization and its services; provide accurate information on
configurations and their documentation to support all the other Service Mana
Mission To identify, control and audit the information required to manage IT services by defining and maintaining a database of controlled items, their status, lifecycles and relationships and any
information needed to manage the quality of IT services cost effec
Objective To identify and manage the IT infrastructure information and relationships accurately and effectively according to business need and agreed policy standards.
Description RFCs are based on CMDB information. If this is incorrect and they are eventually rejected by the Change Management process this must be recorded.
Specification
To improve the quality of the CMDB, this metric must be low. Measuring it means that the Configuration Management team must work closely with the Change Manager to make sure that
RFCs are consistent with the CMDB. This means that the quality will improve
Justification Those creating RFCs must be able to rely on the CMDB to provide accurate data. RFCs ought not to be rejected because of bad CMDB information.
Audience Process Owner, IT Management, SLA Process Owner, Business Customer, Team Members, SIP Process Owner
Constraints None
Polarity Less is Better

Process Owner Email

Comments
or Actions
Configuration Management Jan-07 Previous - Actual "" Progress Worse Status White CFM003

Number of unauthorized configurations

16
14
12
10
Score

8
6
4
2
-
Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Month

Legend Yr. Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Actual "" "" "" "" "" "" "" "" "" "" "" ""
Target 5 5 5 5 5 5 5 5 5 5 5 5
Caution 5 5 5 5 5 5 5 5 5 5 5 5
Danger 15 15 15 15 15 15 15 15 15 15 15 15

Configuration Management Number of unauthorized configurations

Goal

The goals of the Configuration Management process are: account for all the IT assets and configurations within the organization and its services; provide accurate information on
configurations and their documentation to support all the other Service Mana
Mission To identify, control and audit the information required to manage IT services by defining and maintaining a database of controlled items, their status, lifecycles and relationships and any
information needed to manage the quality of IT services cost effec
Objective To identify and manage the IT infrastructure information and relationships accurately and effectively according to business need and agreed policy standards.
Description Configurations in the CMDB that are not properly authorized.
Specification This is a matter of communication and management with the IT and user communities. This should eventually be very low indeed.
Justification All configurations must be properly authorized - the process must be clear and the CMDB must record these authorizations accurately. This measures that these processes are working.
Audience Process Owner, IT Management, SLA Process Owner, Business Customer, Team Members, SIP Process Owner
Constraints None
Polarity Less is Better

Process Owner Email

Comments
or Actions
Configuration Management Jan-07 Previous - Actual "" Progress Worse Status White CFM004

Number of incidents from failed changes caused by wrongly documented CIs

7

4
Score

-
Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Month

Legend Yr. Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Actual "" "" "" "" "" "" "" "" "" "" "" ""
Target 1 1 1 1 1 1 1 1 1 1 1 1
Caution 1 1 1 1 1 1 1 1 1 1 1 1
Danger 6 6 6 6 6 6 6 6 6 6 6 6

Configuration Management Number of incidents from failed changes caused by wrongly documented CIs
Goal

The goals of the Configuration Management process are: account for all the IT assets and configurations within the organization and its services; provide accurate information on
configurations and their documentation to support all the other Service Mana
Mission To identify, control and audit the information required to manage IT services by defining and maintaining a database of controlled items, their status, lifecycles and relationships and any
information needed to manage the quality of IT services cost effec
Objective To identifyare
Changes and manage in
approved the IT infrastructure
terms of the CMDB information and relationships
which is taken accurately
as an authority. and fails
If a change effectively according
because to information
of wrong business need anda agreed
about policy
component standards.
then it is the responsibility of Configuration
Description Management.
Specification This may be high to begin with - this metric should help bring it down.
Justification CI information in the CMDB must be correct - so changes will be correct, and so incidents will not arise from them.
Audience Process Owner, IT Management, SLA Process Owner, Business Customer, Team Members, SIP Process Owner
Constraints The closing disposition of incidents must be able to record incidents that were a result of a change and that the change failed because of poor CMDB accuracy.
Polarity Less is Better

Process Owner Email

Comments
or Actions
Configuration Management Jan-07 Previous - Actual "" Progress Worse Status White CFM005

Number of breached SLA because of CMDB errors

3

2
Score

-
Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Month

Legend Yr. Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Actual "" "" "" "" "" "" "" "" "" "" "" ""
Target 1 1 1 1 1 1 1 1 1 1 1 1
Caution 1 1 1 1 1 1 1 1 1 1 1 1
Danger 2 2 2 2 2 2 2 2 2 2 2 2

Configuration Management Number of breached SLA because of CMDB errors

Goal

The goals of the Configuration Management process are: account for all the IT assets and configurations within the organization and its services; provide accurate information on
configurations and their documentation to support all the other Service Mana
Mission To identify, control and audit the information required to manage IT services by defining and maintaining a database of controlled items, their status, lifecycles and relationships and any
information needed to manage the quality of IT services cost effec
Objective To identify and manage the IT infrastructure information and relationships accurately and effectively according to business need and agreed policy standards.
Description First priority to begin with to make sure that enough accuracy is in the CMDB to prevent breeching SLA. Eventually it should be accepted that this is always 0 - then, when it has been 0 for
some months, another metric can be substituted.
Specification
This should never happen. Once the CMDB is in place and Configuration Management controls are working well with good Change Management, outages ought not to occur because of
problems withorthe
Inaccuracies CMDB.
missing This is measured
elements by reference
in the CMDB topoor
can lead to the closing
problemstatus of ca
solving and even poor Incident Management - this is measured by this metric. As Configuration Management
Justification improves the reduction of this towards nil this metric can be seen as a good mea
Audience Process Owner, IT Management, SLA Process Owner, Business Customer, Team Members, SIP Process Owner
Constraints None
Polarity Less is Better

Process Owner Email

Comments
or Actions
Configuration Management Jan-07 Previous - Actual "" Progress Worse Status White CFM006

Number of RFCs without corresponding CI updating

6

4
Score

-
Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Month

Legend Yr. Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Actual "" "" "" "" "" "" "" "" "" "" "" ""
Target 1 1 1 1 1 1 1 1 1 1 1 1
Caution 1 1 1 1 1 1 1 1 1 1 1 1
Danger 5 5 5 5 5 5 5 5 5 5 5 5

Configuration Management Number of RFCs without corresponding CI updating

Goal

The goals of the Configuration Management process are: account for all the IT assets and configurations within the organization and its services; provide accurate information on
configurations and their documentation to support all the other Service Mana
Mission To identify, control and audit the information required to manage IT services by defining and maintaining a database of controlled items, their status, lifecycles and relationships and any
information needed to manage the quality of IT services cost effec
Objective To ensure CMDB provides accurate information to other processes.
Description Every time a CI undergoes a change, there has to be a corresponding authorized RFC and a subsequent updating of the CMDB to reflect the change completion. During an audit, the RFC is
compared with the configuration information in the CMDB. They should mat
Specification During an audit, the number of RFCs for which the CMDB does not show corresponding configuration status.
Justification This ensures accurate and authorized information in the CMDB by process adherence.
Audience Process Owner, IT Management, SLA Process Owner, Business Customer, Team Members, SIP Process Owner
Constraints None
Polarity Less is Better

Process Owner Email

Comments
or Actions
Configuration Management Jan-07 Previous - Actual "" Progress Worse Status White CFM007

Percentage of inaccurate CIs

90
80
70
60
50
Score

40
30
20
10
-
Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Month

Legend Yr. Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Actual "" "" "" "" "" "" "" "" "" "" "" ""
Target 40 40 40 40 40 40 40 40 40 40 40 40
Caution 40 40 40 40 40 40 40 40 40 40 40 40
Danger 80 80 80 80 80 80 80 80 80 80 80 80

Configuration Management Percentage of inaccurate CIs

Goal

The goals of the Configuration Management process are: account for all the IT assets and configurations within the organization and its services; provide accurate information on
configurations and their documentation to support all the other Service Mana
Mission To identify, control and audit the information required to manage IT services by defining and maintaining a database of controlled items, their status, lifecycles and relationships and any
information needed to manage the quality of IT services cost effec
Objective To ensure CMDB provides accurate information to other processes.
Description All
Thecorrections to CIs
quality of data to improve
input accuracy
is important must
- some bedata
of the counted to contribute
comes from other to thisand
tools metric.
organizations so it might take time before this can be reduced to a consistently low level. This is
Specification measured as inaccurate CIs as a percentage of total CIs - since we kno
Justification Configuration Management processes are designed to ensure the accuracy of CI information. If this metric is not reducing over time then the SIP ought to see where effectiveness can be
improved.
Audience Process Owner, IT Management, SLA Process Owner, Business Customer, Team Members, SIP Process Owner
Constraints None
Polarity Less is Better

Process Owner Email

Comments
or Actions
Configuration Management Jan-07 Previous - Actual "" Progress Better Status White CFM008

Customer Satisfaction
5
4
4
3
3
Score

2
2
1
1
-
Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Month

Legend Yr. Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07
Actual "" "" "" "" "" "" "" "" "" "" "" ""
Target 4 4 4 4 4 4 4 4 4 4 4 4
Caution 4 4 4 4 4 4 4 4 4 4 4 4
Danger 3 3 3 3 3 3 3 3 3 3 3 3

Configuration Management Customer Satisfaction

Goal

The goals of the Configuration Management process are: account for all the IT assets and configurations within the organization and its services; provide accurate information on
configurations and their documentation to support all the other Service Mana
Mission To identify, control and audit the information required to manage IT services by defining and maintaining a database of controlled items, their status, lifecycles and relationships and any
information needed to manage the quality of IT services cost effec
Objective To provide effective Service Management processes.
Description Customer Satisfaction measured by reference to the Process Relationship diagram.
Specification This is a sound measure of the quality of output.
Justification A test of the effectiveness of this process.
Audience Process Owner, IT Management, SLA Process Owner, Business Customer, Team Members, SIP Process Owner
Constraints None
Polarity More is Better

Process Owner Email

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