Service Configuration Manager, IT Service Management
Req ID:
7173
Job Description:
Primary Functions:
The Service Configuration Manager is responsible for managing and maintaining the IT Configuration Management Database (CMDB) to ensure accuracy, integrity, and completeness of IT assets and configuration items. This role ensures that IT Service Management (ITSM) processes align with best practices, supporting IT operations, Change Management, and Incident Management.
Duties and Responsibilities
CMDB Management & Governance:
• Develop and enforce service configuration strategy, policies, standards, operational and change plans, checklists, and procedures.
• Ensure the CMDB accurately reflects IT assets, configuration items (CIs), and their relationships.
• Establish and maintain CMDB data integrity through regular audits and reconciliation processes, including compliance with license agreements.
• Define update frequency, manage version control for CIs to track changes and updates, and maintain a configuration baseline for reference in change management.
• Define relationship types and manage correlation for CIs within CMDB for mapping of dependencies.
IT Service Management (ITSM) Support:
• Ensure Configuration Management supports ITIL-aligned ITSM processes, including Incident, Problem, and Change Management.
• Collaborate with Incident and Problem Management teams to assess the impact of configuration changes on service incidents and problems.
• Work closely with Change Management to review and assess configuration item changes in the CMDB.
• Support IT operations teams by providing accurate configuration data for troubleshooting and root cause analysis.
• Identify opportunities to enhance ITSM efficiency through better CMDB utilization.
• To perform Any other duty / assignment as and when directed / assigned by the superior as per operations/ business requirementfrom time to time.
Stakeholder Collaboration:
• Work closely with IT, security, and business teams to ensure CMDB meets organizational needs.
• Collaborate with IT Asset Management to ensure all IT assets are properly identified, recorded, and managed in the CMDB.
• Engage with IT service delivery and project management teams to align configuration data with business requirements.
• Provide training and guidance on Configuration Management processes and best practices.
Continuous Improvement & Reporting:
• Implement automation tools and integrations to improve CMDB accuracy and efficiency.
• Conduct periodic audits to check conformance to configuration standards and license agreements.
• Analyze trends, generate reports, and provide insights to optimize IT service performance.
• Provide CMDB updates, status accounting, and reporting of configurations.
• Drive process improvements based on audit findings and compliance requirements.