How do you train and develop your configuration management team and skills?

Start by clearly defining the Configuration Management (CM) objectives and scope within your organization. Identify the specific goals, outcomes, and areas of focus for CM activities. Establish a roadmap outlining the desired skill sets, knowledge areas, and competencies that the CM team needs to develop to support these objectives effectively.

Define CM objectives and scope The first step to implement CM successfully is to define its objectives and scope clearly. This means aligning the CM goals with the business and service strategy, identifying the CIs and their attributes, and determining the level of detail and control required for each CI. The scope of CM should also consider the interfaces and dependencies with other ITIL processes, such as change management, incident management, and service level management. A clear and agreed-upon CM objectives and scope will help to avoid confusion, duplication, and conflicts among the stakeholders.

Most jump straight into the tooling, but it's important to get 4 things right before doing so: 1. Get leadership support 2. Define scope and objectives 3. Define governance mechanism 4. Make sure that you have the right level of staffing and expertise to be successful

Define roles and responsibilities within the CM team to ensure clarity and accountability. Assign specific duties related to configuration identification, control, status accounting, and verification to team members based on their expertise and strengths. Clearly outline reporting structures, communication channels, and escalation paths to streamline CM processes.

To establish CM roles and responsibilities, define the CM team structure, reporting lines, authority levels, and accountability. Assign specific tasks such as identifying, recording, updating, auditing, and reporting CIs. Ensure these roles are documented, communicated to relevant stakeholders, and regularly reviewed to stay aligned with organizational changes and the CM process.

These tools are important for success and must be fit-for-purpose. While you may use the discovery within the ITSM tool, other integrations are likely needed as well. Make sure that the governance mechanism can add scope with scrutiny but without bureaucracy

Implement appropriate CM tools and methods to support the training and development of your CM team. Utilize tools that facilitate configuration identification, tracking changes, version control, and audit trails. Provide training on industry-standard CM practices, methodologies, and tools to enhance the team's skills in managing configurations effectively.

To implement CM tools and methods effectively, choose a CMS that can manage the entire lifecycle of CIs, including capturing, storing, and updating them in real-time. Ensure the CMS integrates with other IT systems for seamless data flow. Establish clear standards for naming, numbering, and labeling CIs to maintain consistency. Also, implement procedures for regular verification, audits, and baselining to ensure CI data accuracy and reliability for informed decision-making.

The fourth stage involves the education and growth of the Configuration Management (CM) team, focusing on the skills crucial for the CM process. This step encompasses equipping the CM team with the required knowledge, abilities, and expertise to effectively execute their duties. The team should be well-versed in the objectives and scope of CM, the tools and techniques used in CM, the policies and procedures of CM, and the interdependencies of CM with other ITIL processes. The team should also possess the capability to interact, cooperate, and coordinate with other teams and stakeholders, and manage changes and incidents impacting the Configuration Items (CIs). Regular trainings is a must.

Future skills for CM professionals include: 1. Automation and AI: Managing automated and AI-driven CM tools. 2. Data analytics: Analyzing CI data for insights and predictions. 3. Cloud expertise: Handling cloud-based CMS. 4. Cybersecurity: Ensuring CI security. 5. Agile and DevOps: Integrating with fast-paced, agile environments. 6. Virtual collaboration: Working effectively with global, remote teams. These skills are key for managing complex, dynamic systems.

To monitor and evaluate CM performance effectively, track KPIs that reflect CI data accuracy, completeness, timeliness, and data quality. Include metrics for CI compliance, availability, and reliability. Regular performance reviews should identify gaps, inefficiencies, or risks in the process. Use advanced tools for real-time monitoring and data analysis to proactively address issues and implement continuous improvements, ensuring alignment with business objectives.

Keep an eye on and assess the performance and results of Configuration Management (CM). This involves tracking and communicating the key performance indicators (KPIs) and metrics that demonstrate the CM process’s efficiency and effectiveness. The KPIs and metrics should be in line with the objectives and scope of CM, and should encompass elements like the precision, completeness, promptness, and quality of the Configuration Item (CI) data, as well as the compliance, availability, and reliability of the CIs. The performance and outcomes of CM should also be scrutinized and examined to spot any discrepancies, problems, or risks, and to put into action any enhancements or remedial measures.

Absorb the best practices and lessons from Configuration Management (CM) that can aid in enhancing the CM process and its outcomes. This encompasses comparing the CM performance and results with industry standards and best practices, as well as gaining insights from the experiences and feedback of other organizations that have successfully implemented CM. The best practices and lessons from CM should also be circulated within the organization, and with external partners and clients, to promote a culture of perpetual learning and improvement.

One thing I've found helpful are the three (3) "C's": Completeness, Correctness and Compliance as a guiding light overall. Another critical point is the systematic elimination of orphan CIs via the linkage from logical layer CIs (think application services etc) all the way down to physical layer CIs such as network gear, servers, databases etc.