The ITIL 4 Foundation is now published and Efecte, as one of the first players in the industry, has implemented the suggested changes in the Service Configuration Management practice.
ITIL 4 brings a lot of welcomed updates to the best practices of service management. A lot has been written in recent weeks about the increased focus on agility and service relationships in the service value chain. Little, however, has been said about concrete changes to core practices that the majority of ITSM practitioners have already implemented in accordance with ITIL V3. One of the tangible changes is a more modern view on infrastructure management in the CMDB (Configuration Management Database). The terminology of “SaaS components” and “Cloud Infrastructure” are now explicitly mentioned, recognizing the ever-growing trend to use cloud-based services.
ITIL 4 is explicit also about one new factor in designing your CMDB: data sensitivity. As part of the Service Configuration Management, it is important to record whether a local application or SaaS component carries sensitive personal information that may be covered by the EU GDPR or other regulatory requirements. If such information is contained in the Configuration Item, then a responsible Data Privacy Officer should be assigned. Efecte has enhanced its configuration to include additional attributes for recording this information.
Further reading on ITIL 4: