University of Utah It Operations Policy

UNIVERSITY OF UTAH IT OPERATIONS POLICY

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UIT – Configuration Management

Revision Date: 9/9/2010

Chapter or Section: Information Technology (IT)

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I.  PURPOSE

1.  The purpose of this policy is to define standard Configuration Management principles, roles and processes for use across UIT.

II.  Configuration Management is data collected to understand the architecture of the Tier I applications (Services). This knowledge will be used with Incident, Problem, Change, Release, Availability IT Service Continuity Management tasks, as well as the Service Desk

III.  SCOPE

1.  The Configuration Management Policy applies to all providers of IT services and all requesters of services provided by UIT.

2.  This applies to Tier I and new applications (services). [9/10/2010]

1.  Allegra

2.  Amcom Smart Console/Smart Center

3.  Amcom Smart Web

4.  Automed

5.  Ccure

6.  IDX

7.  Impac

8.  Nuance

9.  Omnicell Interface to Allegra

10.  Pharmnet Retail

11.  Pharmnet Inpatient

12.  Phillips iSite PACS

13.  Powerchart (EMR)

14.  Scriptpro

15.  Signature Captures

IV.  DEFINITIONS

1.  Configuration Item - A single item, which could be a server, software, and such that makes up part of the service

2.  System – A group of Configuration items that go together. I.e. a server with another server that has a database on it.

3.  Services – In customer terms, what IT is giving the user

4.  Relationships – This is a physical or logical relationship between any combinations of the above terms.

V.  ROLES, RESPONSIBILITIES and GOVERNANCE

1.  Configuration Management Process Owner

1.  Working with other Service Management Process Managers to ensure process support

2.  Driving effectiveness and efficiency of Configuration Management process

3.  Producing management information and reports

4.  Coordinating with Service Desk Manager

5.  Monitoring effectiveness of Configuration Management and recommending improvement

2.  IT Teams or groups

1.  Maintaining Configuration Items

3.  Change and Release Managers

1.  Will aid in identifying changes to any of the Tier1 applications through the RFC process and aide in keeping the information accurate.

VI.  POLICY

1.  Tier 1 applications (services) will be documented within the Configuration Management Database.

1.  Documentation will include:

a)  Servers

b)  Software

c)  Databases

d)  Locations of Users

e)  Location of equipment

f)  Hours of operation

g)  Maintenance Windows

h)  Business Owner

i)  Teams that support the application (service)

j)  Drawing of architecture (Visio preferred)

k)  Relationships between the components

l)  Any aspects of High Availability (Load Balancer), Failover (clustered), Disaster Recovery, and redundancy in the Tier1 applications (Services)

2.  Tier1 applications (services) will be audited for completeness every year.

3.  Any new Tier1 application (service) will be complete before going into production.

4.  Teams will maintain the information within the CMDB of the hardware/software they support.

5.  Teams will allow read-only access into whatever means (spreadsheet, database) they keep their information current.

6.  Any automated means to keep information in the CMDB accurate will be used.

7.  Monitoring of Tier1 applications (services) and their components/relationships will be implemented.

VII.  KPIs

1.  Total Number of Tier1 applications (services)

1.  % of those application (services) documented

2.  % of Tier1 audited applications (services)

3.  Number of Tier1 projects within the PPO

VIII.  PROCEDURAL AUDIT

1.  This policy will be reviewed bi-annually.

2.  The procedure may be audited anytime other Service Support processes change.

3.  The audit will look at any Tier 1 applications (Services) and see that they are properly represented in the CMDB.

IX.  Tools

1.  Altiris System

2.  RFC

3.  Notification Tools (Support site, etc.)

APPROVAL BODY:

APPROVAL DATE:

POLICY OWNER: Service Management Process Support

ORIGIN DATE: 4/15/2010