About Creating a Configuration Item

Creating a Configuration Item

Example Templates for Creating a Configuration Item

Template List

Creating a Configuration Item from an Incident

About Retiring a Configuration Item

Deleting a Configuration Item

Creating a Configuration Item

1.Log in to the Service Desk.

2.Open the CI workspace. A list of configuration items appears.

Sample Configuration Item List

3.Choose a template from the New drop-down list. For example, select New Printer. Each template has different fields and tabs. Service Manager provides many out-of-the-box templates for different configuration item types. In addition to the common attributes that are required across all configuration item types, these configuration item templates accommodate configuration item details of varying complexity.

A blank form appears with the following tabs. Not all configuration item types use all tabs. For example, a configuration item record for a switch will contain the CI Switch Map Tree tab, whereas a record for a printer will not.

Agent Tasks

Attachment

Audit History

Availability Log

Background Services

Baseline Comparison: See About the Configuration Baseline.

Change: Lists the changes linked to this configuration item. See Creating a Change RequestCreating a Change Request

Change Lockout: See Viewing a Change Lockout Period and Change WindowCreating a Change Request

Change Window: See Viewing a Change Lockout Period and Change WindowCreating a Change Request

CI Access Point Map Tree

CI Cluster Map Tree

CI Computer Map Tree

CI Database Map Tree

CI Enterprise Application Map Tree

CI Firewall Map Tree

CI Generator Map Tree

CI Hub Map Tree

CI Middleware Map Tree

CI Mobile Device Map Tree

CI Peripheral Device Map Tree

CI Printer Map Tree

CI Productivity App Map Tree

CI Rack Map Tree

CI Router Map Tree

CI SAN Map Tree

CI Scanner Map Tree

CI Service Map Tree

CI Switch Map Tree

CI UPS Map Tree

CI Video Conference Map Tree

CI VOIP Map Tree

Cost Allocation

Cost History

Cost Item: See Working with Cost Items.

Custom Data

Details: Continue to the next step.

DSM Managed Installation

DSM Task

Event:

Extension Histogram

File Instances

Guest

Hardware

Hardware Changes

Host

Incident: Lists the incidents linked to this configuration item. See Managing Incidents.

Inventory Settings

Map Tree

Network

Network Adapter

Outage Log

Patches

Problem: Lists the problems linked to this configuration item. See Working with Problems.

Release: Lists the releases linked to this configuration item. See Creating a Release Request.

SAN

Scanned Data

Software

Software Changes

Voice Properties

4.Enter information into the fields on the Details tab. These fields are common to all templates.

Field Description
Status

The default values are:

Planned: Draft state; prior to the design state.

Design: Work in progress; service is being designed.

Transition: Design phase complete; preparing to update the status to production.

Production: Service is in use.

Retired: Service is no longer in use. See About Retiring a Configuration Item below.

Name A unique name for the configuration item.
CI Version The version of the configuration item.
Owner The owner. Select an owner from the drop-down list. The default owner is the user creating the record.
Description A detailed description.
CI Map Shows the CI map.

5.Click Save.

Example Templates for Creating a Configuration Item

The configuration item module has many templates, but listed here are three commonly used examples.

Configuration Item Template: New Printer

Configuration Item Template: New Router

Configuration Item Template: New Server

Configuration Item Template: New Printer

New Printer Form

Field Description
Physical Name The physical name of the printer, such as HP Laser Printer.
IP Address

The IP address, such as 162.198.10.10.

Manufacturer

The name of the manufacturer, such as Hewlett-Packard or Dell.

Asset Tag The asset tag number.
Physical Location The physical location.
Model

The model number.

Serial Number

The serial number.

Configuration Item Template: New Router

New Router Form

Field Description
Manufacturer

The name of the manufacturer, such as Hewlett-Packard or Dell.

IP Address

The IP address, such as 162.198.10.10

Asset Tag The asset tag number.
Model

The model number.

Serial Number

The serial number.

Is Under Change Control Specifies if the router is under change control.

Configuration Item Template: New Server

New Server Form

Field

Description
Domain The domain name.
Organizational Unit The organizational unit.
Force Company Wide Qualifying Forces the server to qualify company-wide.
Administrator The administrator.
Asset Tag The asset tag number.
Service Tag The service tag number
Change Control Uses change control.
Override IP Range Location Overrides the IP range location.
Manufacturer

The name of the manufacturer, such as Hewlett-Packard or Dell.

Model

The model number.

Serial Number

The serial number.

Chassis Type This field is automatically generated by the application.
Portable Specifies if the unit is portable.
MAC Address The MAC address.
IP Address

The IP address, such as 162.198.10.10

Login Name The user name needed to access the router.

Operating System

OS Edition

OS Major Version

OS Minor Version

Service Pack

These fields are automatically generated by the application through Ivanti DSM.

Total Space

Free Space

% Free Space

Total Memory

Logical Storage

These fields are automatically generated by the system through Ivanti DSM.

Template List

The following is a list of the templates provided for creating a new configuration item record:

Access Point

Batch Job

Cluster

Computer

Contract

Database

Document

Enterprise Application

ESX

FAX

Firewall

Generator

Hub

Middleware

Mobile Device

Monitor

Peripheral Device

Phone

Printer

Productivity App

Rack

Router

SAN

Scanner

Server

Service

Switch

System

Unknown Device

UPS

Video Conference

Virtual Server

Virtual Workstation

VOIP

Workstation

Creating a Configuration Item from an Incident

If an incident reports a configuration item failure, you can search for that configuration item and link it to the incident record.

However, if you need to create a new configuration item (including service) that is associated with the incident you can also do so from the incident record. The configuration item is linked to the incident after you create it. You can also view the configuration items that the customer currently owns.

Linking helps problem management to identify which items may be potential problems.

1.Log in to the Service Desk.

2.Open the Incident workspace.

3.Open an incident.

4.Click the CI tab.

5.Click New and select a configuration item from the drop-down list.

6.Enter information only into the required fields. Required information is indicated by a red asterisk (*).

7.Click Save. Discovery services populate most of the fields after scanning and auditing the item.

The configuration item is linked to the incident and appears in the CI tab of the incident record.

About Retiring a Configuration Item

When a configuration item is decommissioned or disposed, set the configuration item status to retired and attach any supporting documentation.

Deleting a Configuration Item

Deleting configuration items is independent of deleting escalation exceptions unless they are linked.

Deleting escalation exceptions used by escalation watches is not advisable since the escalations stops working for certain incidents or service requests in progress. Ensure that the escalation exception to delete is not being used currently by a watch that is still in run, pause, or reset and run states.

When deleting services, one of the places impacted is the Service Catalog. Service Manager references services throughout various parts. Also, some initialization rules referencing existing service records, such as Service Desk, are impacted.

Remember, escalation schedules are hierarchical. Never delete the escalation schedule at the top level of the hierarchy. Also, do not delete the default (non-service level agreement) schedules underneath the top-level escalation schedule; otherwise, the escalation engine cannot process the incident or service request, based on a non-service level agreement based schedule.

1.Log in to the Service Desk.

2.Open the CI workspace.

3.Select the configuration item to delete.

4.Click Delete from the toolbar.