| Version | Date | Change Information | Author | Approver |

| ------- | ---- | ------------------ | ------ | -------- |

| V1.0 | Feb 25, 2026 | Initial Draft | Melisha Dsouza | Pooja Thorat |

Configuration management (CM) maintains software integrity throughout the entire software life cycle, including maintenance. It ensures that the correct version of each configuration item is incorporated into the appropriate configuration(s).

- Define and control the components of IT Services and IT Components, and maintain accurate configuration records

- Account for the business assets, system configurations, and services within the organization and their relationships that have been identified in the scope of the Configuration Management process

- Be a single, virtual source of reliable information concerning the IT infrastructure by bringing all relevant IT Services and Components under ongoing configuration management control

- Comply with governance requirements, control its asset base, optimize its costs, manage changes and Releases effectively, and resolve incidents and problems faster.

Configuration Management involves identifying the configuration of all items in a system (Software, hardware components, data, documentation, etc), at a given starting point in time. Configuration Management then proceeds with the systematic control of changes to the configuration. It therefore maintains the integrity and traceability of the configuration baseline throughout the Project's life cycle or the Unit’s life.

The fundamental purpose of Configuration Management (CM) is to establish and maintain the integrity and control of system components and elements throughout a project's life cycle, as well as during ongoing operation and management, including physical, functional, and baseline configurations.

| Process Element | File Name or Reference |

| --------------- | ----------------------------- |

| Checklists | Configuration Management Checklist |

| Templates | Configuration Item list |

| Templates | Configuration Management Plan |

| Acronym/Term | Description/ Definition |

| ------------ | ------------------------------- |

| RTM | Requirement Traceability Matrix |

| PM | Project Manager |

| PL | Project Leader |

| BA | Business analyst |

| PC | Project Coordinator |

| RSH | Related Stakeholders |

Approved Project/New requirements received from the client/stakeholder. Changes to requirements received, if any.

| Stakeholder / Role | Responsibilities |

|--------------------|-----------------|

| Configuration Management Process Owner | • Ensure that the Configuration Management process is Fit for Purpose <br> • Responsible for the process design <br> • Define the Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for the process <br> • Arbitrate disputes over allocation of resources and/or responsibilities <br> • Sponsor communication campaigns to promote awareness and acceptance <br> • Provide description, mission statement, roadmap, strategy, objectives, and metrics; obtain formal approval <br> • Monitor and review process execution at a high level and ensure alignment with IT strategy <br> • Manage, monitor, review, and update procedural documentation and work instructions <br> • Manage new requirements or process changes <br> • Define and improve audit process; monitor periodic audits <br> • Promote Service Management vision to senior management <br> • Ensure relevant staff have required knowledge, training, and awareness <br> • Coordinate design work for CI discovery and data import methods |

| Configuration Manager | • Responsible for deployment of the process <br> • Evaluate performance metrics against CSFs and implement improvements <br> • Ensure staff compliance with process and data standards <br> • Interface with other processes/business functions <br> • Direct, prioritize, and schedule audits; ensure corrective actions are completed <br> • Direct and schedule training of CI owners and coordinators <br> • Evaluate Configuration Management tools and recommend improvements <br> • Ensure regular housekeeping of CMS data <br> • Ensure appropriate security and access controls <br> • Plan and manage CMS population including discovery/import methods <br> • Produce reports and management information (impact analysis, status reports) <br> • Identify and propose improvements (tools, staff, training, procedures) |

| Configuration Coordinator | • Ensure correct usage of Configuration Management process within department <br> • Stay informed about support group objectives <br> • Coordinate initial identification of CIs <br> • Ensure processes and tools are optimal from department perspective <br> • Promote correct use of the process <br> • Use/provide CMS data for Impact Assessment and authorized Changes <br> • Ensure new CIs are added to the database <br> • Ensure regular CMS housekeeping <br> • Enter and report CI status modifications <br> • Report deviations in IT infrastructure from CMDB records <br> • Execute CI identification and verification activities <br> • Engage with other departments for updated objectives <br> • Coordinate Configuration Management issues across departments <br> • Identify improvement opportunities <br> • Assist Configuration Manager in enhancements <br> • Identify and communicate training needs <br> • Communicate process changes within department |

| CI Owner | • Assist in establishing and improving processes <br> • Create new CIs they own <br> • Update owned CIs <br> • Follow Change Management process for CI updates <br> • Guide which CIs should be captured and required attributes <br> • Ensure accuracy and currency of CI data <br> • Participate in audits and exception resolution <br> • Maintain CI information within CMS <br> • Prepare documentation for new or existing IT Services |

- The configuration manager is responsible for preparing the configuration plan, which includes the backup and restoration plan.

- Configurable items are identified, and their owners are assigned.

- Each CI is maintained in GitLab with versions.

- The configuration manager is responsible for auditing the configuration management.

NA

Verify that each configurable item is listed with the details in the Configuration Item List. Each configurable item is version-controlled, and versions are recorded in an index and maintained.

- **Configuration Management skills:** Ability to maintain Configuration Management, ability to upgrade, and ability to monitor and maintain Configuration.

- **CM process skills: ** Ability to understand CM processes and improve them.

- **System administration skills:** Knowledge and ability to use the tool(s) on which Configuration Management runs.

- **Customer Service and Communication skills:** Ability to work graciously with users while resolving their issues.

- **Training and Facilitation skills:** Ability to deliver the training effectively.

* Versioning Index

* Configurable Item List

* Configuration Management Plan

- Customer Deliverables (more if specified in the contract with the Customer

- Completion Criteria

* Configurable Item List updated.

* All Configurable items in the list are version-controlled