The integration between Service Manager (SM) and Universal CMDB (UCMDB) enables you to share information about the actual state of a configuration item (CI) between your UCMDB system and a Service Manager system. Any organization that wants to implement the best practices Configuration Management and Change Management ITIL processes can use this integration to verify that CIs actually have the attribute values the organization has agreed to support.
Service Manager allows you to programmatically define what actions you want to take whenever a CI's actual state does not match the expected state as defined in your change control process and stored as the CI record in SM. You can use this integration to automate the creation of Service Manager change or incident records to update or roll back CIs that have unexpected attribute values. This integration enables three benefits:
- Comprehensive CI lifecycle management: Handles CI states of Actual, Authorized, Planned and Historical. Views Actual CI state information (through the UCMDB) to support Service Management processes.
- Automated closed-loop change management: Validating the integrity and correctness of planned or unplanned changes. Unexpected CI or CI relationship changes are reported by the UCMDB Change Ticket - category 'Unplanned Change' is opened automatically. Change Manager reviews each change and decides whether to approve or revert it. Approved change becomes the CI's Authorized state.
- Visibility (through the UCMDB) to information stored in databases local to other applications in the Micro Focus portfolio, via federation adapters with no replication of data.
Documentation for this integration can be found using the following links:
For an older version of this integration, please see Integration ID #101