Network Configuration Management Information Network configuration management information is provided from numerous sources. A good resource is the ITIL volume focused on ICT infrastructure management.
Now this volume goes beyond what is detailed within the core process of Configuration management.
One of the interesting things that are discussed in this volume is the operations component and specifically the ‘operations bridge’. Network configuration management information – Operation Bridge This technique involves the co-location of the Service Desk and Operations staff in an ‘Operations bridge’ or a ‘Network Operations Centre’ or ‘NOC’. This enables the Operations process and the Incident Management processes, people and products (tools and technology) to be closely integrated.
This especially relates to the management of the event lifecycle and the incident lifecycle, which need to be closely linked to affect the rapid resolution of operational issues. If the operational management tools and screens are clearly visible to both the Service Desk staff and the Operation staff, they can both see the effects of failures on the ICT infrastructure as they happen.
Often this is achieved by having large screen displays or projected images on the walls of the Operations bridge area.
The Service Desk then has all the information necessary to pass on to the users immediately they call, improving the quality of the service provided by the Service Desk to its customers. Network configuration management information – alignment to Change, Release and configuration Management Function In another article, I discussed what is regarded as one specific approach to the needs of an organization.
That is, to have control over its configuration using the central function of all three areas – that is Change, Release and Configuration Management. Now think of this group being closely located to the ‘Operations Bridge’ Concept.
Now, as you are aware these groups have an entirely different focus, but if alignment and strong communication is developed across the boundaries of these areas, you will be in an extremely strong position to really control the infrastructure for perhaps the first time!
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