Develop > Processes and Best Practices > Configuration Management Details > Configuration Management form details

Configuration Management form details

The following table identifies and describes the fields on the Configuration Management forms.

Configuration Management field descriptions

Label

Description

CI Identifier

The name of the CI. This is a required field.

CI Name

System-generated field that specifies the unique ID of the configuration item (CI).

Asset Tag

This is a legacy field intended for customers migrating from previous versions of Service Manager to track the label or tag placed on physical assets, such as for example, a bar code.

Status

This field specifies the status of the CI. The out-of-box data is:

  • Available
  • Planned/On order
  • Received
  • In Stock
  • Reserved
  • In use
  • Maintenance
  • Disposed/Retired
  • Installed

The field is updated manually to reflect the current status of the CI. This is a required field. The Installed status is the default status.

Owner

This field identifies the department that owns the CI, for example, the HR department could own the laptops that its employees use.

Config admin group

This field identifies the group responsible for supporting the CI while the Owner identifies the department that owns the CI. For example, a PC is owned by the HR department, but IT is the Config admin group responsible for supporting the CI. It is the assignment group responsible for handling interactions or incidents for the CI. This is a required field.

Support Groups

This field identifies what assignment groups receive when this CI is part of an interaction as well as when escalating to an incident.

Support Remarks

This field is a comment field intended to describe or provide notes for the support groups.

Part Number

This field specifies the inventory component number for the CI as defined by the company-defined CI inventory number in the model table. The system uses this number to provide data on the Manufacturer, Model, and Version fields if available.

Service Contract

This field specifies the service contract covering the CI.

Manufacturer

This is a system-generated field that specifies the manufacturer of the CI if one is associated with the Part Number. This field along with model and serial number uniquely identify the CI.

Model

This is a system-generated field that specifies the manufacturer’s model if one is associated with the Part Number. This field along with manufacturer and serial number uniquely identify the item.

Version

This field specifies the manufacturer’s version number for the CI.

Serial Number

This field specifies the manufacturer’s serial number for the CI.

Title

This field specifies the title of the CI owner; for example Mr. or Mrs.

Description

This field is a free-form text field to add additional information about the CI.

CI Type

This field identifies the type of CI. The out-of-box data is:

  • Application
  • Business Service
  • CI Group
  • Computer
  • Display Device
  • Example
  • Furnishings
  • Hand Held Devices
  • Mainframe
  • Network Components
  • Office Electronics
  • Software License
  • Storage
  • Telecommunications

The Managed State section displays different fields depending on the CI type selected.

CI Subtype

This field identifies the subtype of CI. The list of available subtypes depends upon the CI Type the user selected. For more information, see the Configuration Item types and subtypes table.

Environment

This field specifies if a CI belongs to a particular environment. The out-of-box data is:

  • Development
  • Test
  • Production
  • Failover
  • None

Security classification

This field specifies if the CI has any security restrictions. The out-of-box data is:

  • Unrestricted
  • Restricted
  • Confidential
  • Most Confidential

SOX classification

This field specifies if the CI has a Sarbanes Oxley (SOX) classification that applies to the CI. The out-of-box data is:

  • Critical
  • Non Critical

Export control classification

This field specifies if the CI has an Export Control classification. The out-of-box data is:

  • EAR99 (Non Controlled)
  • 4D994
  • 5D991
  • 5D002
  • 5D992

IT service continuity plan enabled

This field specifies if the CI has an IT service continuity plan enabled for it.

Critical CI

This field specifies if the CI is critical for day-to-day operation, such as an E-mail server or RDBMS server. If you open an incident on a critical CI, the incident indicates that this is a critical CI.

Priority

This field specifies the default priority of any related records opened against the CI. The information in this field is used to prepopulate the priority in an incident or interaction. When a user selects the CI in an incident or interaction, it populates the incident or interaction priority based on the CI priority field. The out-of-box data is:

  • 1 - Critical
  • 2 - High
  • 3 - Average
  • 4 - Low

For additional information, see the Incident Management form details table.

Default Impact

This field specifies the default impact of any related record opened against the CI. The information in this field is used to prepopulate the impact in an incident or interaction. When a user selects the CI in an incident or the interaction, it populates the incident or interaction impact based on the CI Default Impact field. The out-of-box data is:

  • 1 - Enterprise
  • 2 - Site/Dept
  • 3 - Multiple Users
  • 4 - User

For additional information, see the Incident Management form details table.

Calculate Related Record Counts

Clicking this button displays a count of related incidents, problems, known errors, and changes that were opened against this CI.

User Base

This field displays a count of the number of users who use the CI.

System Down

This field indicates whether the CI is currently operational or has an open incident related to it causing it to be non-operational. When you close the incident for the CI, this action clears the flag. The CI is no longer marked as down.

Pending Change

This field indicates whether or not there are any changes pending against this CI. When you close or open a change for the CI, this action sets or clears the flag.

Allow Subscribe

This field determines if the CI is available for subscriptions from the Service Catalog.

Baseline > Baseline

This field indicates if the CI has an associated baseline and if the CI is in compliance.

Baseline >
Baseline Version

This field indicates the baseline version that the CI is tracked against. Baseline Versions enable you to have CIs with the same baseline configuration but slight differences. You can have several versions of that baseline, or if you have updates for a new version of a software installed, then you can select a specific version of a baseline for a CI.

Managed State

This section lists the expected values of CI attributes. All changes to fields in the Managed State section require a Change Management record. See the Managed State subsections table for the Managed State subsection field descriptions.

Actual State

This section lists the actual values of CI attributes if the Service Manager system has an integration to Universal CMDB. It shows the latest discovered information from the UCMDB or its sources.

CI Changes > Pending Attribute Changes

This field lists the attributes that are waiting to be changed through a Change Management record or changes requested through an Unplanned Change (requires an Universal CMDB integration). The data in this field can only be modified through Change Management. Each CI has a set of managed attributes that can be changed through Change Management.

CI Changes > Historic Attribute Changes

This field lists the attributes that are have already been changed through a Change Management record or changes requested through an Unplanned Change (requires an Universal CMDB integration).

Relationships > Upstream Relationships >
Upstream Configuration Item, Relationship Name, Relationship Type, Relationship Subtype

This field shows information about which upstream CIs are dependent on the selected CI. Upstream CIs depend on the current CI. For example, the upstream E-mail service depends on the downstream E-mail server, the network, and your E-mail program.

Relationships > Upstream Relationships > Add

This option links to the add a new CI relationship record that enables you to add a new upstream relationship to this CI.

Relationships > Upstream Relationships >
View Relationship Type (All, Logical, Physical)

This option provides different views of upstream CI relationships for the specified CI.

  • All: displays all upstream CI relationships for this CI that are either physical or logical.
  • Logical: displays all upstream logical CI relationships for the specified CI. A logical connection means that you can access the CI but there is no direct physical connections to other CIs. For example, a network printer that you use.
  • Physical: displays all upstream physical CI relationships for the specified CI. A physical connection is when a CI is directly attached to another device. For example, a PC connected to a dedicated printer with printer cable.

To view ALL/Logical/Physical upstream relationships of the specified CI, select an option in the View Relationship Type field and then click Filter. A list of CI relationship records displays. Click Cancel in a CI relationship record to return to the specified CI.

Relationships >
Downstream Relationships >
Relationship Name, Relationship Type, Relationship Subtype

This option shows the CIs that have a downstream dependency on this CI. For example, the upstream E-mail service depends on the downstream E-mail server, the network, and your E-mail program.

Relationships >
Downstream Relationships >
Add

This option links to the add a new CI relationship record that enables you to add a new downstream relationship to this CI.

Relationships > Downstream Relationships >
View Relationship Type (All, Logical, Physical)

This option provides different views of downstream CI relationships for the specified CI.

  • All: displays all downstream CI relationships for this CI that are either physical or logical.
  • Logical: displays all downstream logical CI relationships for the specified CI. A logical connection means that you can access the CI but there is no direct physical connections to other CIs. For example, a network printer that you use.
  • Physical: displays all downstream physical CI relationships for the specified CI. A physical connection is when a CI is directly attached to another device. For example, a PC connected to a dedicated printer with printer cable.

To view ALL/Logical/Physical downstream relationships of the specified CI, select an option in the View Relationship Type field and then click Filter. A list of CI relationship records displays. Click Cancel in a CI relationship record to return to the specified CI.

Relationship Graph

This section displays a graphical representation of the upstream and downstream relationships for the CI.

Software >
Applications & Drivers

This section displays information about the software and drivers installed on the CI. For example, a PC might list Microsoft Office and Adobe Reader along with the version, install date, and license ID for each. An Administrator enters this data using the Managed Software menu.

CI Owner >
Primary Contact & Support Contacts

This field displays the CI owner who is the person assigned the CI and uses it on a day-to-day basis. Support contacts are secondary contacts who may have access to the CI. For example, a subscriber would be a department for a printer, but the users would be all the people who use the printer to print. The CI owner is the person who is responsible for the printer, such as the department manager.

Subscribers >
Subscriber, Type, Status

This is a system-generated section that shows all the subscriptions (people or departments) made against the CI, and the status of the subscription. Example: People and departments can subscribe to Services or CIs. When looking at an interaction, the Service Desk Agent views a list of all the CIs the caller is subscribed to, and their current status.

Location >
Location Information &
Location Comments

This section describes the physical location of the CI and may include information such as special access requirements (for example, you may require badge access or you may need to be accompanied by authorized personnel in some locations). For example, the location information might contain, Australia, Home Site, main building, second floor, room 3.

Vendor >
Vendor Information &
Contract and Response Information

This section provides Vendor Information and Contract and Response Information about the CI for support and maintenance. When the user enters the vendor name, the system automatically provides the additional details.

Audit >
Audit Policy, Audit Status,
Audit Discrepancy, Last Audit Date, Next Scheduled Audit,
Last Audited By

These fields display auditing information and are only enabled for those users who have the capability to audit CIs. The user role is Configuration Auditor.

Metrics >
Outage History, Uptime Objectives, Max Duration Objectives

This section displays information related to the SLA and SLO availability data for the CI.

Financial >
Contracts, Expense Lines,
Labor, Parts

This section displays information for the service contracts, parts, labor, and expenses for the CI.

Attachments

This section displays the Filename and Size of each attachment of the CI record. Users can add new attachments using the Add File button and remove any existing attachments by clicking the remove links.