Configuration Management

The Process responsible for maintaining information about Configuration Items required to deliver an IT Service, including their Relationships. This information is managed throughout the Lifecycle of the CI. The primary objective of Configuration Management is to underpin the delivery of IT Services by providing accurate data to all IT Service Management Processes when and where it is needed.


  • Account for all the IT assets and configurations within the organization and its services
  • Provide accurate information on configurations and their documentation to support all the other Service Management processes
  • Provide a sound basis for Incident Management, Problem Management, Change Management and Release Management
  • Verify the configuration records against the infrastructure and correct any exceptions.

Key Performance Indicators

Fact Sheet

Process Flow

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