CMDB
With this module, configuration items (CIs) and their relations between each other can be managed easily and structured according to their status, category, and zone in the Configuration Management Database (CMDB). Moreover, the CMDB can be used as a resource for an automated asset management like MS SMS etc., so that the 446 Plattform® can be used for the inventory of hard- and software. Thus, any data field of a CI can be displayed on the CMDB tab of any ticket. A member of the service desk will have a clear overview of all the configured data of a system in the ticket view at any time. Via the available interfaces, any databases can be connected to the 446 Plattform® and the CMDB as well.
The Configuration Management Database is based on the principle of the IT Infrastructure Library (ITIL v3), whereupon a configuration item can represent any item within an organization. This item has to be contained in another item or a zone (managed geographically or organizationally) and can contain further items or be linked to them in another manner. Every item has a life cycle defining its possible statuses.
The available types of CIs are defined in schemas. These schemas are ordered hierarchically and hand down data fields to all their sub-schemas. In a schema, the fields themselves as well as the default values for fields and the CIs’ details are defined. Rights within the CMDB can be assigned to schemas and zones.
For an operational Configuration Management Database (CMDB), the following configuration settings are necessary:
- Various life cycles containing information on reachable statuses and status transitions of CIs,
- CI schemas containing settings of CI actions, fields, and SLA information,
- CI types with visibility settings of the schemas’ fields,
- zone schemas with zone-specific dynamic fields and master fields,
- a zone hierarchy depicting the organizational or geographic structure of the enterprise.
Chapters:
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