- Welcome to the EasyVista Wiki
- Service Manager - User Guide
- CMDB Overview
- Configuration Items (CI)
Configuration Items (CI)
Configuration items (CI) are infrastructure components that provide services to customers in terms of equipment (e.g. servers, routers), applications (e.g. SAP, expense account, payroll software, etc.) and corporate services (e.g. Internet access, email system, customer portal, etc.).
They are strategic components critical to the company's business and are monitored in a specific way in the CMDB because they may have an impact on other items in the event of an incident or request. This impact can be in terms of availability or services provided to users. The items to be managed are specified in the Details tab and correspond to the needs of each company.
Each CI:
- Can be created:
- By moving existing equipment to the CMDB, e.g. equipment CI linked to entries in the Equipment Catalog.
- By creating it directly in the CMDB, e.g. service CIs and application CIs linked to entries in the CI Catalog.
- Service CIs are also linked to entries in the Service Catalog so they can be monitored in the Service Portfolio.
- Application CIs (software/software packages) can be managed in the Definitive Media Library (DML).
- Interacts with other impacting and impacted CIs via blocking or non-blocking relationships. These are highlighted in the CMDB Graph.
- May have blackout periods during which modifications must not be made to the CI, as well as unavailability periods.
- Is managed by groups whose roles are defined in workflows that manage related incidents, requests and events.
Examples
- Relationship between equipment and the CMDB:
- Oracle server S131 hosts different applications: SAP, expense account, payroll software, etc.
- Server downtime will lead to the unavailability of these applications. The equipment is therefore managed both in the Equipment Inventory and as a CI in the CMDB.
- To ensure that the payroll application works correctly at the end of each month, a blackout period is defined during the last three days of each month for the Payroll Server CI hosting the application.
Notes
- Equipment CIs:
- Certain information is inherited from the model defined in the Equipment Catalog. If this is the case, then you must specify the information for CMDB management.
- The location and department of the main user will automatically be proposed.
- Workstation monitors are generally not defined as CIs because they do not have any impact on other items in the company.
- Service CIs: They can also be created directly in the Service Catalog.
- You can also create CIs using integration models based on one of the CMDB connectors.
Best practice
- Modifications made to CI models in the CI Catalog or Equipment Catalog will automatically be updated in existing CIs. Make corrections in CI forms only if there are specific conditions not to be included in the catalog.
- To see all CIs under the responsibility of the main user, open the Employee form and select the CI tab.
- In List or Form mode, the availability icon enables you to see if the CI is available
or not 
. - To access the CMDB Graph:
- In List mode, click
. - In Form mode, click
next to the Name field and click Display CMDB Graph.
- In List mode, click
- To plan an update, you can use different tools:
- The Collision Detection wizard.
- The Change Schedule, by selecting Transition > Collision Detection > Forward Schedule of Change. This lists all changes, release projects and blackout periods scheduled for a given period.
Screens description
Menu access: Extended CMDB > Configuration Items
CMDB Graph. See the description.
- In List mode: Next to the CI
- In Form mode: Next to the Name field > Display CMDB Graph
CMDB_Name
Name: Unique ID of the current object.
- For equipment CIs, this is the network identifier.
To make it easier to run the search, enter a name that does not contain significant information, e.g. site name, employee name.
CMDB_CIStatus
CI Status: Status of the current object.
In Production, End of Life, Ready for Deployment
To propagate impacted CIs with this status, run the CI Status: Update wizard.
CMDB_CurrentVersion
Current Version: Version number of the current object in its environment configuration.
SAP CI ==> Version 3 is used in the production environment while version 4 is used in the test environment.
To release a new version, run the Version: Update wizard.
CriticalLevel
Critical Level: Value that warns the IT Department of the sensitivity of the current object when processing incidents or requests, indicated by 
displayed in the form. The higher the critical level, the higher the object's processing priority.
CMDB_CINumber
CI Number: Number attributed to the current CI.
- For equipment CIs, this is the asset tag assigned in the inventory.
CMDB_Manager
Manager: Manager of the current object, to whom notifications will be sent.
You want to alert the relevant managers that the server hosting the SAP, expense account or payroll software is down.
- For equipment CIs, this is the main user of the equipment.
CMDB_SLAAvailabilityTarget
SLA Availability Target: SLA availability target applicable to the current object in order to specify its maximum unavailability period. It is calculated with service hours taken into account.
To view the calculated availability of each CI: CMDB > Availability
SLA
SLA: SLA applicable to all incidents or requests related to the current object, used to calculate processing time for the IT Department.
CMDB_IntegratedDML
Integrated to the DML: Used to indicate if the CI corresponds to a software or software package managed in the Definitive Media Library (DML) (box is checked) or not (box is not checked).
Is a Service (Note: Non-modifiable): Used to indicate if the CI is a service (box is checked) or not (box is not checked).
- Service CIs are listed in the Service Catalog and displayed in the Service Portfolio.
- Update: When the CI is created or using the Manage in the Service Catalog wizard.
Type
Type: Type (full path displayed) associated with the current object.
- The type is inherited from the model defined in the CI Catalog or in the Equipment Catalog for equipment moved to the CMDB.
CI/Application/Function, Equipment/Servers
Manufacturer
Manufacturer: Brand of the current object.
- The manufacturer is inherited from the model defined in the CI Catalog or in the Equipment Catalog for equipment moved to the CMDB.
- For application CIs, this can be the name of the software publisher.
Model: Model managed in the CI Catalog or in the Equipment Catalog for equipment moved to the CMDB. It is associated with the CI and inherits certain data from the CI.
Location
Location: Location where the current object is physically stored.
Department
Department: Department associated with the current object.
CMDB_DefaultCategoryIncident
Default Category (Incident: Category of the Incident Catalog associated by default with the current object, that is automatically selected when a related incident is created.
- You can modify the category in the quick call.
- If the category is not modified, the workflow associated with the category in the catalog will automatically start.
CMDB_DefaultCategoryService
Default Category (Service): Name of the Service Request Catalog associated by default with the current object, that is automatically selected when a related service request is created.
- You can modify the name in the quick call.
- If the name is not modified, the workflow associated with the name in the catalog will automatically start.
CMDB_DefaultCategoryChanges
Default Category (Changes): Name of the Change Request Catalog associated by default with the current object, that is automatically selected when a related change request is created.
- You can modify the name in the quick call.
- If the name is not modified, the workflow associated with the name in the catalog will automatically start.
List of tabs
CMDB_ImpactingCI
Impacting CIs: List of CIs whose unavailability will lead to the unavailability of the current CI, in cases where there is a blocking relationship.
- You should only specify the CIs that will have a direct impact on the current CI. The CMDB Graph enables you to see all upstream impacting CIs.
- Update: Click
in this tab. You can also use an integration model based on the CMDB - Related Configuration Items (CI) connector. - To update a link, you must first click
to delete it and then create it again.
CMDB_ImpactedCI
Impacted CIs: List of CIs whose unavailability is due to the unavailability of the current CI.
- You should only specify the CIs that are directly impacted by the current CI. The CMDB Graph enables you to see all downstream impacted CIs.
- Update: Click in this tab. You can also use an integration model based on the CMDB - Related Configuration Items (CI) connector.
- To update a link, you must first click to delete it and then create it again.
InstalledSoftware
Installed Software: List of software installed on the current object.
- Different reports are used to display the differences between the required configuration and the software actually installed on workstations.
- Update: Use the automatic discovery tool via detection rules defined for software or click in this tab when software cannot be detected, e.g. printer drivers. You can also use an integration model based on the Software connector.
RelatedEquipment
Related Equipment: List of other equipment locally associated with the current object.
Screen associated with a server.
- Update: Click in this tab. You can also use an integration model based on the Relationships Equipment Equipment by Asset Tag or Relationships Equipment Equipment by Serial Number connector.
Licenses
Licenses: List of licenses associated with the current object.
- Update: Click in this tab or run the Link to a License wizard or in License forms > Related Equipment tab. You can also use an integration model based on the Relationships Equipment Licenses connector.
- Update: Click in this tab or run the Link to a License wizard in Equipment forms or in License forms > Related Equipment tab. You can also use an integration model based on the Relationships Equipment Licenses connector.
Attributes
Attributes: List of attributes linked to the current object.
- Only attributes compatible with the model type can be associated.
- Update: Using an automatic discovery tool, e.g. processor, speed, memory, disk space. Can also be inherited from the model or by clicking in this tab when specific conditions exist. Can also be updated via an integration model based on the Attributes (Equipment, Contracts, Licenses) connector.
Capacities
Capacities: List of capacities linked to the current object.
Disk Space, Power
- Update: Inherited from the model or click in this tab when specific conditions exist. Can also be updated via an integration model based on the Capacities (Equipment, Contracts, Licenses) connector.
- If one of the CI capacities exceeds the threshold, this will appear in the CMDB Graph (
).
To anticipate in how many months the maximum threshold will be reached for a given capacity, you can use the Capacity Simulation wizard accessible from the Impact Analysis wizard.
InventoryData
Inventory Data: List of information on the current object detected by an automatic discovery tool.
Discussions
Discussions: List of discussions associated with the current object.
- Users can access discussions based on their domain and the visibility of the discussion. Users must also belong to a group authorized to take part in discussions, i.e. in the Group form, the Discussion Enabled box must be selected.
- Enter the keywords you want in the Search field and press Enter.
- To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click
.
Documents
Attachments: List of documents associated with the current object.
- Update: Click in this tab. -
See the Description.
CMDB_Contracts
Contracts: List of contracts associated with the current object.
- Update: Click in this tab or run the Link to a Contract wizard or in Contract forms. You can also use an integration model based on the Relationships Equipment Contracts connector.
CMDB_ServiceLevels
Service Levels: List of service levels associated with the CI comprising all or some of the service level agreements between the IT Department and customers.
- Update: in the Design > Service Levels forms > CI tab.
Unavailability: List of unavailability periods for the current CI.
- These periods are taken into account when calculating the CI's unavailability time for the relevant SLA availability target. If unavailability is partial, it also takes into account the relevant ratios.
ContinuityPlan
Continuity Plan: List of continuity plans associated with the current object.
- Update: Click in this tab or in the Design > Continuity Plan forms. You can also run the New Continuity Plan wizard.
Incidents
Incidents: List of incidents associated with the current object.
- Update: In Incident forms.
ServiceRequests
Services: List of service requests linked to the current object.
- Update: In Service Request forms.
ChangeRequests
Changes: List of change requests linked to the current object.
- Update: In Change Request forms.
Problems
Problems: List of problems associated with the current object.
- Update: In Problem forms.
KnownErrors
Known Errors: List of known errors associated with the current object.
- Update: In Known Error forms.
Actions
Actions: List of actions associated with the current object.
- Update: In Incident/Request forms when an action linked to the current object is created.
Events
Events: List of events associated with the current object.
- Update: Automatically when the Technical Support Agent receives an alert or in the New Event wizard.
History
History of Changes: List of all modifications made to the form.
- The fields taken into account are defined using rules in the history of changes.
- This is in the AM_ASSET table.
CMDB_Users
Users: List of users associated with the CI.
- This information is used to alert users of the current CI in the event of an incident. You want to alert all users of the Expense Account application that the application is unavailable due to a problem on the database server.
- Update: Click in this tab. You can also use an integration model based on the CMDB - CI, Employees connector.
CMDB_Roles
Roles: List of CI roles authorized to intervene in the workflows of incidents or requests linked to the CI.
ReleaseProjects
Release Projects: List of release projects linked to the current object.
- Update: Click in this tab or in the Transition > Release Projects forms > All CI tab.
CMDB_Catalog
Catalog: List of the types of services and changes associated with the CI.
- Update: Click in this tab.
RelatedProjects
Related Projects: List of projects linked to the current object.
- Only project managers can associate a project with the current object. If this is not the case, no projects will appear in the list.
- Update: Use the Link Asset to Project wizard.
Blackout - All: List of all blackout periods defined for the current CI. This includes the Blackout - CIs and Blackout - Change Requests tabs.
Blackout - CIs: List of blackout periods defined for the current CI.
- Update: Click in this tab or run the New Blackout Period wizard.
Blackout - Change Requests: List of blackout periods defined for the current CI for change requests.
- Update: Run the New Blackout Period wizard in Change Request forms.
ReleaseProjects
Release Projects: List of release projects linked to the current object.
- Update: Click in this tab or in the Transition > Release Projects forms > All CI tab.
CMDB_FinancialData
Financial Data: Data related to the charge back of the CI.
- Supplier: Name of the supplier where the current object was purchased or leased.
- Amount Charged Back: Details of the current object's charge back to the relevant cost centers. The share of the total amount allocated to each cost center is based on actual usage of the current object and is performed on a pro rata basis using the number of objects at each cost center. See the examples.
- Monthly Rental Charged Back: Monthly amount charged back by the IT Department for the monthly servicing and maintenance of the current object.
- Scheduled Renewal: Date on which the current object should be renewed.
AmountChargedBack
Amount Charged Back: Details of the current object's charge back to the relevant cost centers. The amount charged back can be broken down by cost center calculated using their sharing value coefficient. See the examples.
Procedure and Wizards
How to create a CI
1. To create a CI using an existing item of equipment:
- Select Asset Management > Equipment > Inventory or Extended CMDB > Equipment in the menu and run the Manage in the CMDB wizard. The CI form will automatically appear.
- Specify the information specific to the CMDB.
2. To create an application CI or service CI:
- Select Extended CMDB > Configuration Items in the menu and click .
- Select the associated model in the CI Catalog.
- To create:
- A service CI, tick the Is a Service box.
- An application CI, tick the Integrated to the DML box.
- Click [ FINISH ]. The form will automatically appear.
3. Define the relationship with the other CIs:
- Select the Impacting CIs and Impacted CIs tabs and click .
- Select each CI linked to the current CI and indicate the type of relationship. Note: This item of information does not affect operations in the CMDB.
- Specify if the relationship is blocking or non-blocking.
- Open the CMDB Graph to view relationships. Switch to List mode and click next to each new CI.
4. If you created a service CI, it will automatically be created in the Service Catalog. Select Extended CMDB > Service Portfolio > Service Catalog in the menu to see the form.
See the procedure on how to manage the Service Portfolio.
Note: At any time, you can add an existing CI to the Service Catalog. To do this, open the CI form and run the Manage in the Service Catalog wizard.
5. If you created an application CI, it will automatically be created in the Definitive Media Library (DML). Select Extended CMDB > DML in the menu to see the form.
Note: At any time, you can add an existing CI to the DML. To do this, open the CI form and tick the Integrated to the DML box.
Wizards
Link Asset to Project
Archive CI
Unlock CI
Collision Detection
Create Unavailability
Impact Analysis
End of Unavailability
Manage in the Service Catalog
Remove from CMDB (only for equipment moved to the CMDB using the Manage in the CMDB wizard available in Equipment forms)
Notification for Information
New Continuity Plan
New Event
New Incident
New Change Request
New Service Request
New Blackout Period
Availability Simulation
CI Status: Update
Lock CI
Version: Update
Version: Prepare
