Roles and responsibilities

[Bruce Hadley]

We are preparing to start the journey through the CSDM maturity. How are other clients that have implemented this framework assigning responsibilities to keep it correct. I don't see this as an admin responsibility. Do people make this part of the ITOM department? Is it more ITBM resources and the same resources that manage APM to manage their separate portfolios?

Any insight on who other companies have assigned as operational owners will be appreciated.

[Stig Brandt]

Roles and responsibilities is all describeed in CMDB Fundamentals cours at now learning.

You can then decide which module you like to map it to 😉

Configuration management roles and responsibilities

 Use this customizable template to build a charter for your configuration control board. For more information on configuration management, see our Success Playbook, Plan your successful CMDB deployment, and additional resources on our Customer Success Center.

Role	Responsibilities
CM executive sponsor	The executive sponsor is a senior executive with the ability and authority to ensure that all departments within the <name> organization and other <organization> areas as necessary roll out and use the configuration management (CM) process. This sponsor’s specific responsibilities include: ·    Resolving any cross-functional (departmental or geographical) issues ·    Sponsoring service improvement initiatives ·    Reporting on the effectiveness of configuration management to senior management ·    Approving and communicating the goals and objectives of configuration management
CM process sponsor	The process sponsor is a senior manager serving as the CM process owner with the ability and authority to ensure that all departments within the <name> organization roll out and use the process. This sponsor’s specific responsibilities include: ·    Establishing and communicating the goals and objectives of CM in alignment with other IT service management efforts ·    Ensuring resources are dedicated to support the day-to-day CM delivery ·    Ensuring consistent execution of the process across all IT departments
Configuration manager	The configuration manager is a manager who has the ability and authority to ensure daily end-to-end delivery of CM services in accordance with the configuration management plan. The configuration manager’s specific responsibilities include: ·    Managing the day-to-day activities of the process, including establishing priorities and work assignments ·    Tracking compliance to policies and procedures and resolving or escalating any compliance issues ·    Facilitating CM audits ·    Reviewing critical incident outage resolution results and responses and dispositions of failed changes due to issues related to the configuration management system (CMS) ·    Facilitating communication and engaging business and IT management to encourage CM efforts and value propositions ·    Engaging with strategic projects to ensure configuration management can deliver the required CMS functionality within project timeframes ·    Reviewing and approving all changes to the CMS infrastructure where applicable ·    Reviewing and approving significant IT infrastructure changes to ensure impacts to configuration management data are properly addressed ·    Mentoring the organization of CM services, concepts, policies, and procedures ·    Chairing the configuration control board (CCB) and enacting changes as directed ·    Providing and approving all requirements, use cases, user stories, etc. to support new or improving CMS functionality ·    Reviewing and approving all requests for the administrator log on credentials and access rights to the CMS infrastructure ·    Reviewing and publishing configuration management reporting
Configuration management system analyst(s)	These experienced resources deliver the day-to-day configuration management services to the organization with minimal direction, focusing work on prioritized tasks. Their specific responsibilities include: ·    Performing operational activities as defined by CM policies and procedures ·    Fulfilling CM service requests as assigned ·    Engaging with strategic projects to ensure CM can deliver required functionality within project time frames ·    Mentoring the organization on CM services, concepts, policies, and procedures ·    Overseeing the design, coding, and testing of reports as needed ·    Collecting and reporting on metrics as required ·    Identifying and reporting on noncompliance situations ·    Performing CM audits as directed ·    Identifying service improvement opportunities ·    Mentoring and helping direct configuration management specialists
Configuration management specialist	A less-experienced resource who delivers day-to-day CM services to the organization and takes general direction from the configuration management manager and specific direction from configuration management analysts to deliver work products that support ongoing CM operations. The specialist’s specific responsibilities include: ·    Performing operational activities as defined by CM policies and procedures ·    Working to fulfill CM service requests as assigned ·    Engaging with strategic projects to ensure configuration management can deliver the required functionality within project timeframes ·    Mentoring the organization on CM services, concepts, policies, and procedures ·    Running and delivering reports as required ·    Collecting and reporting on metrics as required ·    Identifying and reporting on noncompliance situations ·    Performing CM audits as directed ·    Identifying service improvement opportunities

 

When all this said - make sure

• You have a role responsibile for Product Models
• You have role to create supplier contracts and services

Good luck

[Bruce Hadley]

Thanks. I know the CSDM is just a framework inside the CMDB but we don't see the CMDB person, focused on assets, being able to manage the many relationships moving forward to understand the SCDM and service lines..

Maybe I worded the original question wrong.

[Mary Vanatta]

Hi parklandbruce!

The journey of aligning to the CSDM model is all about service management and becoming a "service-oriented" organization.   Typically you would have IT Application owners for the Application Services, Technical Service owners that own the various Technical Services and their offerings.  These in the CSDM documentation are called "Personas" 

The Business Application is updated, populated and maintained by typically an Enterprise Architect or a "business owner."  Someone (EA) with a "business perspective" as to "does this Business Application meet the business capability.  For example with a hospital, you have a "Business Capability" of "providing patient care,"  you purchased EPIC to "provide" that the capability of "providing patient care."

Now that you have this Business Application you have it operating in your environment (probably multiple environments)  - This  Application would be assigned to a "IT Application Owner or Product owner" typically someone in IT. 

That application needs servers, network gear etc to operate so you have "Technical Services" like Compute or Hosting, right?  And you have technical offerings like "Windows Servers" or "Linux Servers".  You may have different owners of that technology.  They would be responsible for their data in the system. 

Let's talk some more.  Happy to help you on this journey!

Best regards, 
Mary Vanatta

[Bruce Hadley]

Hi Mary, thanks for your insight. We are trying to reach the crawl stage before we tackle APM and trying to find operational owners. I see each application owner needing to update their own data but as this rolls up to APM, with the different portfolios in APM having different owners, or managers, I see a common thread between APM portfolio managers and CSDM domain managers. 

Thoughts?