Step-by-step Guides Make Sense of ITIL® Practices

CMDB Project Manual

Evergreen's guide to implementing a succesful CMDB project is designed to take an organization's inventory, assets, problem, incident and change management processes and systems to the next level of organizational efficiency by delivering policies, processes and disciplines for effectively identifying, controlling, auditing and managing configuration data. The project is designed to create and capitalize on a global ITAM lifecycle processes and yield an integrated CMDB with both tactical and strategic organizational benefits.

Strategically the project is designed to deliver:

• Business Value Alignment
• Organizational Readiness
• Policy and Process Compliance
• Technology Enablement
• Standards and Governance
• Then, tactically, the Evergreen process focuses on three areas:
• The configuration management process
• The actual CMDB database
• Configuration Management Automation (CMA)

From a strategic point of view, the Evergreen CMDB engagement helps the client align the new processes and systems with business objectives, by assisting in building the business case for a CMDB. Metrics yielded may include:

• An 87% reduction in Incident/Problem management via better Change Management
• 20% lower cost of service delivery via better utilization of existing IT resources
• A 60-80% reduction in compliance efforts via 80-90% fewer penalties from audits

Change Management Project Manual

This detailed Change Mangement manual is a 'how-to' guide to implementing change management in the organization and includes sections on the definition, scope and processes of change management and all of the workflow tasks, including:

• Initiating the Change
• Analysis and Initial Approval Phase
• Development Phase
• Change Approval Phase
• Implementation and Documentation Phase
• Change Review and Acceptance
• Measuring Quality

This manual also addresses roles and responsibilities and discusses how to effectively utilize a change management board.