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Service Asset and Configuration Management Roles and Responsibilities

Service Asset and Configuration Management Process Owner

Has the overall accountability for ensuring the suitability of the Service Asset and Configuration Management process to the organization.

Responsibilities

  • Ensure that the SACM process is Fit for Purpose
  • Responsible for the process design
  • Define the Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for the process
  • Coordinate the allocation of resources and/or responsibilities, while ensuring that all relevant staff have the required technical and business understanding, knowledge and training in the process, and are aware of their role in the process
  • Sponsor the communication campaign to promote awareness and acceptance of the SACM process
  • Provide the description, mission statement, roadmap, strategy, process objectives and metrics to measure success and obtain formal approval for the SACM process and its associated procedures.
  • Monitor and review the execution of the SACM process at a high-level, ensure it remains consistent with the organization’s current culture and IT Service Management strategy and ensures coordination with all other IT processes
  • Manage, monitor, review and update all procedural documentation and work instructions
  • Manage any new requirements or changes to the Process
  • Define and improve the audit process; Monitor and review the execution of periodic audits
  • Coordinates design work for CI and Asset discovery, integrations, and other data import methods

Asset and Configuration Manager

NOTE: CURRENTLY THIS ROLE IS COMBINED WITH PROCESS OWNER ABOVE

Responsible for the execution of the Process (directly perform or delegate responsibilities). Includes operating the defined and agreed process, ensuring it interfaces with all other relevant processes, reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle.

Responsibilities

  • Responsible for the deployment of the process. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary
  • Responsible for the execution of the process controls, ensuring that staff comply with process and data standards
  • Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the Asset and Configuration Management process
  • Directs, prioritizes and schedules audits; ensures that any corrective action identified in Process and/or Database audits are carried out
  • Directs and schedules the training of new Asset and Configuration coordinators 
  • Ensures regular housekeeping of the Asset and CMDB data
  • Ensures appropriate security and access levels to the Asset database and CMDB
  • Plans and manages the population of Assets and the CMDB, including discovery, integrations, and other data import methods
  • Produces reports and Management information, including impact analysis reports and status reports
  • Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions

Configuration Coordinator

Manages and/or provides guidance for maintaining Configuration Items.  Owns one or more CI types.

Responsibilities

  • Ensure that the Configuration Management Process is used correctly within the department
  • Be informed of the objectives and activities of the various support groups
  • Coordinate initial identification of CIs within the sections of the department
  • Ensure the Process, procedures, work instructions and tools are optimal from a departmental/section point of view
  • Propagate the correct use of Configuration Management process 
  • Use or provide the CMDB data to facilitate Impact Assessment for RFCs and to ensure that implemented Changes are authorized
  • Ensures all new CIs are added to the database
  • Ensures regular housekeeping of the CMDB
  • Enters and reports (status) modifications to CIs resulting from their activities
  • Signals and reports any deviation detected in the IT infrastructure from the status and/or composition as registered in the CMDB
  • Executes CI identification and CI verification activities
  • Engages with other departments to keep an up-to-date view on their objectives and activities
  • Coordinates Configuration Management issues with other departments when needed
  • Identifies improvement opportunities within the department
  • Assists the Configuration Manager when proposing enhancements
  • Identifies specific training needs within the department, and signals these needs to the Configuration Management Process Manager  
  • Communicates changes to the Process within the department and promotes use of the changed process

CI Owner

Manages and/or provides guidance for maintaining Configuration Items.  Owns one or more CI types.

Responsibilities

  • Assists in establishing and improving the processes
  • Creates new CIs for which they own
  • Responsible for any updates to the CIs they own
  • Follow the Change Management process for any new or updates to CIs.
  • Provide guidance as to which CIs should be captured within the CMDB and the required CI attributes
  • Responsible for the accuracy and currency of the CIs and attributes
  • Participates in audits and the CMDB exception resolution
  • Maintains CI information within the CMDB
  • Prepare documentation for new or existing IT Services

Application CI Owner

 Manages and/or provides guidance for maintaining an "Application" CI, its attributes and relationships.​

Responsibilities

  • Responsible for the completeness and accuracy of the application CI record and attributes​
  • Responsible for ensuring changes are tracked and applied to the CI (using Change Management)​
  • Responsible for ensuring incidents are tracked for the application using the CI​
  • Responsible for coordination of the service map building, ensuring completeness and accuracy of the application CI relationships, especially first level relationships to services (upstream) and other applications (downstream)
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Asset Coordinator

Manages and/or provides guidance for maintaining Assets for a department.

Responsibilities

  • Ensure that the Asset Management Process is used correctly within the department
  • Be informed of the objectives and activities of the various support groups that interact with Assets within their department
  • Coordinate initial identification of Assets within the sections of the department
  • Ensure the Process, procedures, work instructions and tools are optimal from a departmental/section point of view
  • Ensures all new Assets are added to the database and regular maintenance is being done throughout the lifecycle of Assets
  • Identifies improvement opportunities within the department
  • Assists the Asset Management process owner with proposed enhancements
  • Identifies and fulfills specific training needs within the department
  • Communicates changes to the Process within the department and promotes use of the changed process

Asset User

Owns and manages Assets throughout their lifecycle. 

Responsibilities

  • Creates new Assets which they own or manage, or ensures their creation through imported data
  • Responsible for any updates to the Assets that they manage
  • Responsible for the accuracy and currency of the Assets and attributes throughout their lifecycle
  • Participates in audits
Service Asset and Configuration Management