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Author:Suhonen, Heikki
Title:Evaluation of configuration management tools based on ITIL and organization's needs
Publication type:Master's thesis
Publication year:2010
Pages:(11) + 61 s. + liitt.      Language:   eng
Department/School:Informaatio- ja luonnontieteiden tiedekunta
Main subject:Tietokoneverkot   (T-110)
Supervisor:Ylä-Jääski, Antti
Instructor:Paajanen, Timo ; Kiravuo, Timo
OEVS:
Electronic archive copy is available via Aalto Thesis Database.
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Location:P1 Ark Aalto     | Archive
Keywords:configuration management
ITIL
konfiguraationhallinta
ITIL
Abstract (eng): Nowadays, an increasing number of organizations providing services comply with the IT service management framework defined by ITIL (Information Technology Infrastructure Library).
The framework emphasizes the role of configuration management as an essential support process for the other service management processes and it has become one of the hottest topics in IT organization for the last few years, especially due to the challenges involved in its implementation.
One of these challenges is to find configuration management tools conforming to the organization's needs.

In this thesis, the feasibility of selected configuration management tools is evaluated based on a customer organization's needs.
The objective is to find a solution which gives a resolution to problems recognized in the customer organization's current configuration management.
Different solutions are first compared based on requirements and experiences provided by the customer organization.
Based on the results of the comparison, one solution is chosen for more extensive evaluation conducted as a pilot project.

The research argues that the most configuration management tools implement the basic functionality commonly required and that the differences are mainly found in the methods and the ways the data is presented.
The more extensive evaluation proves that all the problems recognized in the customer organization's configuration management can be solved just by using a tool designed for collecting configuration management data.
Additionally, it proves that the tool conforms to the IT service management framework observed by the customer organization and that using the tool is a quick way to improve the quality of the customer organization's configuration management.
Abstract (fin): Nykyään yhä useammassa palveluja tuottavassa organisaatiossa noudatetaan ITIL:n (Information Technology Infrastructure Library) määrittelemää IT-palvelunhallinnan viitekehystä, joka korostaa konfiguraationhallinnan roolia keskeisenä tukiprosessina muille palvelunhallinnan prosesseille.
Konfiguraationhallinta on viime aikoina noussut yhdeksi kuumimmista puheenaiheista IT-organisaatioissa erityisesti sen toteuttamiseen liittyvien haasteiden vuoksi.
Yksi näistä haasteista on sopivien työkalujen löytäminen organisaation tarpeisiin.

Tässä opinnäytetyössä arvioidaan tarkastelunalaiseksi valittujen konfiguraationhallinnan työkalujen soveltuvuutta asiakasorganisaation tarpeisiin ja pyritään löytämään näiden joukosta ratkaisu, jonka avulla nykyisessä konfiguraatiohallinnassa havaitut ongelmat saataisiin korjattua.
Eri ratkaisuja vertaillaan ensin asiakasorganisaation asettamien vaatimusten ja kokemusten perusteella.
Vertailun perusteella valitaan yksi ratkaisu perusteellisempaa tarkastelua varten, joka suoritetaan pilotin muodossa.

Tutkimus osoittaa, että useimmat konfiguraationhallinnan työkalut toteuttavat niiltä vaaditut perustoiminnallisuudet ja eroavaisuudet löytyvät pääosin toteutustavoista ja näkökulmista tietojen esittämisessä.
Perusteellisempi tarkastelu valitun ratkaisun osalta osoittaa, että jo pelkän konfiguraatiotietojen keräämiseen tarkoitetun työkalun avulla voidaan ratkaista kaikki asiakasorganisaatiossa toistaiseksi tunnistetut konfiguraationhallintaan liittyvät ongelmat.
Tarkastelu myös osoittaa, että työkalu täyttää asiakasorganisaation noudattaman IT-palvelunhallinnan viitekehyksen asettamat normit ja mahdollistaa useiden kehitysaskelten ja hyötyjen saavuttamisen asiakasorganisaatiossa jo lyhyellä aikavälillä.
ED:2010-07-12
INSSI record number: 39908
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