Service Asset and Configuration Management (SACM) – from theory to practice!

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ITIL v3 states that the purpose of Service Asset and Configuration Management is to identify, control, report, audit and verify assets and configuration items, including versions, baselines, constituent components, their attributes and relationships. It also accounts for, manages and protects the integrity of service assets and configuration items through the service lifecycle by ensuring that only authorized components are used and authorized changes are made.

Service Asset and Configuration Management properly implemented can have a positive impact on the Service Desk as it provides visibility of accurate representations of a service, release or environment that enables incidents to be resolved. It also provides the relationship between configuration items which enables the Service Desk to determine the impact upstream and downstream from an outage. This then enables some proactive action before end users start to report multiple incidents to the Service Desk.

At the management level we now have a sound understanding of the terminology and the framework surrounding the ITIL processes but it seems many of us are struggling with the implementation phase.

This workshop will concentrate on practical advice as to how to implement Service Asset and Configuration Management within your organisation.

ITIL is a framework and is open to interpretation. However, there are key elements that need to be in place. This workshop will concentrate on these key elements.

Just as important as the ITIL process to a successful implementation is your people and your technology. We will cover how to gain involvement from your staff and what you will need from your support system to ensure success.

Participants who attend this workshop will gain an excellent insight as to the steps involved for a successful Service Asset and Configuration Management implementation.