Configuration management process design and implementation

As information technology becomes more important to build enterprises´ competitive advantage, transforming their IT organization from technology provider to service provider by introducing IT service management (ITSM) processes is also becoming imperative. Configuration management is one of processes in ITSM which plays a key role for successful implementing ITSM. In this paper, we give a set of suggested processes for configuration management, including policies, key activities, roles and responsibilities, RACI matrix, and technical tools, etc.