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Configuration item

A configuration item (CI) is any component or service asset that requires management to deliver an IT service, encompassing elements such as hardware, software, documentation, facilities, and personnel.^[1] These items are tracked and controlled through configuration management processes to ensure the stability, reliability, and effective delivery of IT services within frameworks like ITIL.^[2] In practice, information about each CI is maintained in a configuration record as part of a configuration management system (CMS), which supports change management by providing visibility into dependencies and impacts.^[1] Configuration items form the foundational building blocks of a configuration management database (CMDB), a centralized repository that stores details about CIs and their relationships, enabling organizations to map IT infrastructure and services accurately.^[3] Effective CI management helps mitigate risks associated with changes, incidents, and service disruptions by identifying potential effects on interconnected components, thereby supporting proactive IT service management.^[2] Under standards such as ISO/IEC 20000, CIs are designated for configuration control to maintain service quality and compliance throughout their lifecycle.^[3] Examples of CIs include individual servers, software applications, network devices, contractual agreements like service level agreements, and even human resources involved in service delivery, each treated as a single entity for management purposes.^[1] In software configuration management, a CI might refer to a specific code module or documentation set designated for version control and tracking.^[4] The selection of what qualifies as a CI depends on the organization's service requirements, with higher-level CIs (e.g., entire IT services) aggregating lower-level ones (e.g., specific hardware parts) to reflect complex interdependencies.^[2] In ITIL 4, the emphasis on CI management has evolved to integrate with broader service value system practices, promoting agile and value-driven approaches to configuration control amid digital transformation.^[3] This includes using automation and analytics in the CMS to handle dynamic environments like cloud infrastructures, where CIs may encompass virtual resources and APIs.^[5] Overall, robust CI practices enhance organizational resilience, cost efficiency, and alignment between IT and business objectives.^[2]

Overview

Definition

A configuration item (CI) is any component of an IT infrastructure or service asset that needs to be managed to deliver or support IT services.^[6] This includes elements such as hardware, software, networks, and documentation that collectively form the building blocks of service delivery within IT service management frameworks like ITIL.^[7] The scope of a CI extends to both tangible assets, like servers and physical devices, and intangible elements, such as policies, processes, and contractual agreements.^[8] These items are tracked to maintain control over changes and ensure the integrity of the overall IT environment.^[3] In ITIL 4, configuration items are integrated into the service value system, where they provide essential data to support value creation across service management practices, including planning, delivery, and continual improvement.^[6] This integration emphasizes the role of CIs in enabling organizations to align IT assets with business outcomes through accurate and reliable configuration information.^[9]

Historical Development in ITIL

The concept of the configuration item (CI) originated in the early development of ITIL, which was initiated by the UK's Central Computing and Telecommunications Agency (CCTA) in the late 1980s to standardize IT service management practices within government operations.^[10] The first iteration of ITIL, released in 1989 under the name Government Information Technology Infrastructure Management Methodology (GITIMM), included configuration management as one of its core processes, where CIs were introduced as fundamental components of the IT infrastructure requiring tracking and control to ensure service reliability.^[11] This early framework emphasized CIs in the context of hardware, software, and documentation within a centralized IT environment, drawing from government needs for efficient resource management amid growing IT complexity.^[12] In ITIL version 3, published in 2007 and updated in 2011, the role of CIs evolved within the Service Asset and Configuration Management (SACM) process, integrated into the broader ITIL service lifecycle stages of strategy, design, transition, operation, and continual improvement.^[13] Here, CIs were defined as any component—such as services, assets, or documents—that needed to be managed to deliver IT services, with SACM focusing on maintaining accurate records in a Configuration Management Database (CMDB) to support incident, problem, and change management. This version highlighted the lifecycle perspective, positioning CIs as enablers for aligning IT assets with business services across the five stages. ITIL 4, released in 2019 by AXELOS, marked a significant shift by redefining configuration management as the "Service Configuration" practice within the Service Value System (SVS), moving away from the rigid process-oriented lifecycle of ITIL v3 toward a more flexible, value-driven approach.^[14] In this framework, CIs are managed holistically to support co-creation of value, integrating with modern methodologies like Agile and DevOps by emphasizing automation, real-time visibility, and adaptability in dynamic environments.^[15] The practice consolidates elements from SACM while expanding to include service value chain activities, ensuring CIs contribute to ongoing service improvement and governance. Post-2019 extensions to ITIL 4, such as the High-Velocity IT module released in 2020, further address digital transformation by incorporating practices for cloud-native environments, automation, and resilience in CI management.^[16] Key milestones in the development of CIs include the alignment with ISO/IEC 20000, the international standard for IT service management first published in 2005, which adopted ITIL's configuration principles and required organizations to identify and control CIs to achieve certification, thereby influencing global adoption and standardization.^[17] As of 2025, ITIL 4 practices continue to adapt to cloud computing and digital transformation through industry applications, including hybrid environments, containerized applications, and AI-driven automation to address scalability and security in distributed systems.^[18] These evolutions reflect ITIL's ongoing responsiveness to technological shifts, maintaining CIs as central to resilient service delivery.^[19]

Classification

Types of Configuration Items

Configuration items (CIs) in ITIL are classified to support effective service management, with categories varying by version and organizational needs. Common functional classifications, drawn from ITIL v3, include service lifecycle CIs (e.g., business cases and service design packages supporting the service lifecycle); service CIs (e.g., processes and infrastructure forming the service); organizational CIs (e.g., policies and strategies); internal CIs (e.g., project assets); external CIs (e.g., supplier contracts and customer agreements); and interface CIs (e.g., escalation matrices and API integrations for service interactions).^[20] In ITIL 4, these inform practice but are not rigidly defined; instead, CIs are any components managed within the service value system to enable value creation.^[9] CIs are also classified by their nature as tangible and intangible elements of IT infrastructure. Hardware CIs include physical devices such as servers, laptops, routers, and storage systems. Software CIs cover applications, operating systems, databases, and middleware. Documentation CIs consist of manuals, configuration guides, policies, and process documents. Network CIs involve connectivity components like switches, firewalls, gateways, and wireless access points.^[8]^[21]^[22] ITIL 4 emphasizes CIs as integral to value streams, integrating configuration management into the service value system for alignment with dynamic processes in the service value chain, such as plan, improve, deliver and support. This supports end-to-end visibility in agile and DevOps environments.^[9]

Hierarchy and Levels

In ITIL, configuration items (CIs) are structured across multiple levels to reflect the layered composition of IT services, from overarching service definitions to detailed components. Top-level CIs represent the overall IT service or business service, capturing the high-level scope of service delivery. Mid-level CIs encompass supporting elements such as applications, processes, or infrastructure units, while low-level CIs include granular assets like individual hardware parts, software modules, or network devices.^[20]^[21]^[23] This organization follows a hierarchy model based on parent-child relationships, forming a tree-like structure where higher-level CIs aggregate and depend on subordinate ones. For instance, a top-level service CI may serve as a parent to multiple mid- and low-level technical CIs, enabling traceability of dependencies throughout the service ecosystem.^[13]^[9]^[20] The granularity of these hierarchical levels is tailored to the complexity of the service and the organization's management requirements, ensuring that only relevant details are captured to avoid unnecessary overhead. ITIL guidance emphasizes modeling this hierarchy within a Configuration Management System, such as a CMDB, to maintain accurate representations of CI interdependencies and support effective service management practices.^[23]^[21]^[13]

Properties

Attributes

Configuration items (CIs) possess a set of core attributes that enable their unique identification, tracking, and management within IT service environments. These fundamental properties typically include a unique identifier, often referred to as a CI ID or sys_id, which serves as a permanent reference for the item.^[24] Additionally, each CI has a name for quick recognition, a detailed description outlining its purpose and function, a type or classification to categorize it within the broader inventory (such as hardware or software), a status indicating its lifecycle phase (e.g., operational, under development, or retired), an owner or responsible party (e.g., a user or group assigned for maintenance), and a version or release number to track updates and changes.^[25]^[20] Type-specific attributes extend these core elements to capture details relevant to the CI's category, ensuring precise inventory control. For hardware CIs, such as servers or networking devices, common attributes include the manufacturer, model number, and serial number, which facilitate physical asset tracking and procurement.^[22]^[26] In contrast, software CIs, like applications or operating systems, often incorporate license details, including type (e.g., perpetual or subscription), expiration date, and usage limits, to support compliance and cost management.^[25]^[20] Maintaining the accuracy and updatability of CI attributes is essential in a Configuration Management Database (CMDB), where regular verification processes—such as automated discovery tools and periodic audits—ensure data remains current and reliable as the IT environment evolves.^[25]^[27] This involves defining clear governance for updates, leveraging agentless or agent-based scanning to populate and refresh attributes, and establishing baselines to detect discrepancies, thereby preserving the CMDB as a trusted single source of truth.^[26]^[20]

Relationships

Configuration items (CIs) interconnect through defined relationships that illustrate their interdependencies, forming a comprehensive view of the IT service ecosystem and enabling informed decision-making for service delivery and maintenance. These relationships capture how CIs contribute to or rely upon one another, supporting the overall stability and evolution of IT services.^[25] Key types of relationships include dependencies, compositions, and associations. Dependency relationships denote reliance between CIs, such as a service depending on hardware for operation, which is essential for tracing potential failure points in service delivery.^[21] Composition relationships describe how a CI is assembled from subordinate CIs, for example, an application composed of multiple software modules, highlighting structural hierarchies within services.^[28] Association relationships represent looser connections, like linking an incident to a specific CI for resolution tracking, without implying direct operational reliance.^[26] Relationships are modeled using graphs or dependency maps to visualize CI interconnections, a practice critical for impact analysis during changes, as it allows organizations to assess ripple effects across the service landscape.^[25] In ITIL 4, the service configuration practice integrates these relationships with the service value chain, enhancing visibility into how CIs support value creation across activities like plan, design & transition, and deliver & support.^[9] This alignment ensures that relationship data informs governance and continual improvement within the service value system.^[29] The status attributes of CIs may provide additional context to these relationships by indicating operational readiness that influences dependencies.^[30]

Management Practices

Identification and Control

Identification in the service configuration management practice of ITIL 4 involves defining and documenting the configuration items (CIs) essential for delivering IT services, including their scope, attributes, and relationships to other CIs. This process establishes a configuration model that outlines the structure of the configuration management system (CMS), specifying the types of CIs to be controlled, such as hardware, software, and services, along with their hierarchical components and interdependencies. By creating this model, organizations ensure that only relevant CIs are tracked, preventing unnecessary complexity in the configuration management database (CMDB).^[27] The identification process typically begins with assessing the IT environment to determine CI boundaries, using tools like automated discovery to capture initial data on attributes—such as version numbers, owners, and locations—and relationships, like dependencies between applications and servers. Once defined, a baseline is established for each CI, representing its approved state at a specific point in time, which serves as a reference for future changes. This sub-process aligns with ITIL's emphasis on maintaining accurate CI information to support service delivery.^[13] Control ensures that modifications to CIs occur only through authorized channels, safeguarding the integrity of the CMS. In ITIL 4, this involves evaluating change requests against the configuration model and baseline, with authorization typically provided by a Change Advisory Board (CAB) that reviews impacts on related CIs to minimize risks like service disruptions. Approved changes are then implemented, updating the CI records accordingly, while unauthorized alterations are rejected to maintain consistency.^[27] Key inputs to these processes include change requests detailing proposed modifications, while outputs consist of updated CI records in the CMDB reflecting the authorized configuration state, including any new baselines. This closed-loop approach integrates with broader change management practices, ensuring traceability and compliance throughout the IT service lifecycle.^[13]

Status Accounting and Audit

Status accounting in configuration management involves the systematic recording and reporting of configuration item (CI) status throughout their lifecycle, including states such as development, testing, production, and retirement, as well as version histories and the impacts of authorized changes.^[31] This process ensures stakeholders have access to accurate, historical data on CIs, such as change dates, responsible parties, and modifications, creating an auditable trail that supports decision-making in IT service management. In the ITIL framework, status accounting provides comprehensive reporting on current and past CI data to track evolution from initial ordering to end-of-life, facilitating compliance and risk assessment.^[27] Configuration audits represent a critical verification sub-process in ITIL, involving periodic reviews to confirm the accuracy and completeness of configuration records in the configuration management database (CMDB) against the physical IT environment.^[31] These audits assess whether CIs conform to established baselines and standards, identifying discrepancies such as missing items, outdated attributes, or unauthorized modifications, and initiating resolution actions to maintain data integrity. As part of ITIL's service configuration management practice, audits are typically conducted initially upon process implementation and then at intervals determined by prior results—more frequently if discrepancies are high—to ensure ongoing alignment between documented and actual configurations.^[27] Key metrics for evaluating status accounting and audit effectiveness include audit frequency, set at regular intervals based on organizational risk profiles and needs, and compliance rates, measuring the percentage of CIs verified as accurate during audits, with targets aimed at high levels to support service reliability.^[27] These indicators help quantify the maturity of configuration practices, guiding continual improvements in discrepancy resolution and reporting accuracy.^[27]

Integration and Application

Configuration Management Database (CMDB)

The Configuration Management Database (CMDB) is a database that stores configuration records, providing a single, authoritative source of information about configuration items (CIs) and their relationships throughout the lifecycle of services and assets. It encompasses details on hardware, software, networks, documentation, people, suppliers, and other components that contribute to IT service delivery. As a core element of configuration management, the CMDB ensures that accurate and reliable configuration data is available when and where it is needed to support service operations.^[32] The CMDB operates as part of the larger Configuration Management System (CMS), which integrates tools, data, and processes to offer a controlled, unified view of configuration information from multiple sources. In ITIL 4, this system emphasizes a logical model that connects disparate data repositories, often through a federated approach to enhance scalability and manage complexity in modern IT environments. This federation allows the CMDB to aggregate and reconcile data from owned assets, third-party services, and external systems without requiring a monolithic structure, thereby accommodating diverse lifecycle models and organizational needs.^[32]^[26] By maintaining detailed records of CI attributes, relationships, and status changes, the CMDB enables impact analysis to evaluate how modifications or disruptions affect interconnected services, thereby reducing risks in change management. It also promotes automation in IT processes, such as incident resolution and service mapping, by providing structured data that tools can leverage for predictive insights and workflow orchestration. Furthermore, integration with broader IT Service Management (ITSM) platforms allows for enhanced visibility, faster decision-making, and improved service reliability, ultimately aligning IT configurations with business objectives.^[32]^[9]

Role in Releases and Changes

Configuration items (CIs) play a central role in release management by enabling the structured bundling of related components into cohesive versions for deployment. In ITIL, a release is defined as a version of a service or a collection of CIs made available for use, allowing organizations to group new, updated, or unchanged CIs—such as hardware, software, documentation, and processes—into release units or packages that are tested and deployed together to implement approved changes. This bundling ensures that interdependent CIs are managed as a unit, minimizing disruptions during rollout.^[33]^[34] To maintain control over these versions, CIs are stored in secure repositories like the Definitive Media Library (DML) for software and media assets, which holds only authorized, quality-assured master copies of CIs, including licenses and associated documentation. The Definitive Hardware Store (DHS) similarly manages hardware CIs at controlled revision levels. Release notes and records track CI changes by documenting identifiers, versions, dependencies, and post-deployment updates in the Configuration Management System (CMS), providing traceability for audits and future releases.^[33]^[35]^[34] In change processes, CIs facilitate impact assessments by providing detailed information on relationships and dependencies, allowing change evaluators to analyze how a proposed modification to one CI might affect others, such as network configurations or supporting applications. This evaluation is supported through change records that reference affected CIs, ensuring traceability from initiation to implementation and verification. By querying the CMDB, teams can identify these impacts quickly during change reviews.^[36]^[37] Within ITIL 4, the release management practice integrates CIs with change enablement to make new or changed services available efficiently, emphasizing minimal disruption through coordinated assessments. For instance, deploying updated software as a CI might require evaluating effects on dependent CIs like databases or user interfaces, with traceability maintained via release records to support rollback if needed.^[38]^[33]

Terminology

Core Terms

In the context of configuration items (CIs) within IT service management, several core terms establish the foundational vocabulary for maintaining and controlling IT assets and services.^[13] A configuration baseline represents the approved and formally documented version of a CI or set of CIs at a specific point in time, serving as a reference point for tracking subsequent changes and ensuring consistency.^[39] This baseline captures the structure, attributes, and relationships of the configuration, allowing organizations to verify compliance during audits or rollbacks.^[39] The definitive media library (DML) is a secure repository that stores the authorized and controlled versions of all software and media CIs used across an organization, preventing unauthorized modifications and facilitating reliable deployments. It acts as the single source of truth for software assets, including source code, executables, and associated documentation, to support release management and reduce risks from unverified copies. In ITIL 4, the DML has evolved from the earlier definitive software library concept to encompass broader media types.^[13] A configuration model provides a standardized template or logical framework that defines the structure, attributes, and relationships for a specific type of CI, enabling consistent identification and management across similar items.^[13] For instance, it might outline the components of a server CI, such as hardware specifications and dependencies, to streamline population of the configuration management database.^[13] In ITIL, a service asset encompasses any resource or capability that contributes to the delivery of an IT service, with CIs forming a subset of those under formal configuration control.^[13] Unlike general assets, service assets directly support service outcomes and may include hardware, software, or documentation with financial or operational value.^[13] The configuration management system (CMS) is an integrated collection of tools, databases, and processes that manages CI data throughout its lifecycle, extending beyond a single database to include analytical capabilities for impact assessment.^[13] It encompasses the configuration management database (CMDB) while providing broader functionality, such as data integration and reporting, to support decision-making in service transitions.^[13] Configuration items (CIs) play a pivotal role in incident management by providing essential data that links incidents to affected service components, facilitating faster identification and resolution through root cause analysis. In problem management, CIs enable the mapping of relationships and attributes among service assets to uncover underlying patterns and root causes, supporting proactive prevention of recurring issues.^[40] Within service asset management, CIs serve as the foundational elements tracked in the configuration management system (CMS), ensuring accurate oversight of assets required to deliver IT services.^[13] Beyond core ITIL processes, CIs integrate with DevOps practices by maintaining version control and environmental consistency across continuous integration/continuous deployment (CI/CD) pipelines, allowing automated deployments while minimizing configuration drift.^[27] In cloud management environments, virtual CIs—such as virtual machines, containers, and cloud instances—extend traditional CI tracking to dynamic, scalable infrastructures, enabling effective governance of ephemeral resources.^[41]^[8] In the context of ITIL 4, CIs contribute to the service value system's emphasis on value co-creation by supporting holistic collaboration across stakeholders, aligning configuration practices with guiding principles like focusing on value and thinking holistically to enhance service outcomes.^[6]

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