Summary

In this chapter, we explored the key elements of the configuration management process, including the purpose and objectives, policies, process terms and definitions, inputs and outputs, activities, roles and responsibilities, key process indicators, process integrations, and technology requirements. You were provided with significant details about the process, which should enable you to get started with implementing the process or making improvements to your existing process.

In the next chapter, you will continue to learn about service management processes with business relationship management. Business relationship management focuses on the customer and what is important to them, how they determine value, what outcomes they want to achieve, and what services you provide that satisfy those outcomes and deliver value. This process will capture key information from the customer to assist in the alignment of IT services to the customer’s needs. Business relationship...