About Creating a Configuration Item

•Creating a Configuration Item

•Example Templates for Creating a Configuration Item

•Template List

•Creating, Retiring and Deleting 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. Neurons for ITSM 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 : See Accessing the 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 Request Creating a Change Request

•Change Lockout: See Viewing a Change Lockout Period and Change Window Creating a Change Request

•Change Window: See Viewing a Change Lockout Period and Change Window Creating 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.

Creating, Retiring and Deleting 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 a CI (Configuration Item) removes all its linked objects. After you delete a CI, any associated records such as incidents or service requests become orphaned. You cannot restore a CI after deletion.

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