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21-481: The CMDB is a fundamental component of ITIL framework's Configuration Management process. CMDBs are used to keep track of the state of assets such as products, systems, software, facilities, people as they exist at specific points in time, and the relationship between all assets. A CMDB helps an organization understand the relationship between the components of a system and to track their configurations. The maintenance of this information allows for certain actions, such as

42-450: A "key", where the key is unique to an entry's data type definition. Such relational models provide declarative methods for specifying data and queries. In other words, users directly state what information the database contains and what information they want from it, and let the database system take care of describing data structures for storing the data and retrieval procedures for answering queries. Semantic data models typically rely on

63-478: A CMDB. As enterprises mature, they start to track business CI types in their CMDB, such as people, markets, products, and 3rd party entities such as vendors and partners. This allows the relationships between CIs to become more meaningful and the CMDB to become a stronger source for knowledge management. CI types are: A key success factor in implementing a CMDB is the ability to automatically discover information about

84-468: A discipline, ITSM has ties and common interests with other IT and general management approaches, information security management and software engineering . Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMI , ISO 9000 , or ISO/IEC 27000 . Various frameworks for ITSM and overlapping disciplines include: There are international, chapter-based professional associations, such as

105-421: A focal point for reporting incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services). ITIL regards a call centre or help desk as similar kinds of tech support which provide only a portion of what a service desk can offer. A service desk has a more broad and user-centered approach which is designed to provide

126-641: A set of recommendations designed to standardize IT management practices across government functions, built around a process model -based view of controlling and managing operations often credited to W. Edwards Deming and his plan-do-check-act (PDCA) cycle. IT service management Information technology service management ( ITSM ) are the activities performed by an organization to design, build, deliver, operate and control IT services offered to customers . Differing from more technology -oriented IT management approaches like network management and IT systems management , IT service management

147-407: A whole set of ITSM processes. At their core is usually a workflow management system for handling incidents, service requests, problems and changes. They usually also include a tool for a configuration management database (CMDB). The ability of these suites to enable easy linking between incident, service request, problem and change records with each other and with records of configuration items from

168-486: Is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, and also to satisfy both Customer and IT Provider objectives. User refers to the actual user of the service, while customer refers to the entity that is paying for the service. ITSM tools are frequently applied to other aspects of business , this practice

189-462: Is a set of practices and a framework for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business. ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. It was designed to allow organizations to establish a baseline. It is used to demonstrate compliance and to measure improvements. There

210-590: Is characterized by adopting a process approach towards management , focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement . The CIO WaterCooler's 2017 ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)." Execution of ITSM processes in an organization, especially those processes that are more workflow-driven, can benefit significantly from being supported with specialized software tools. ITSM tools are often marketed as ITSM suites, which support

231-401: Is copied into the CMDB. CMDBs can be used for many things, including but not limited to: business intelligence, software and hardware builds, inventory, impact analysis for change management, and incident management . In the context of ITIL , the use of CMDBs is as part of infrastructure operations and support. The CMDB represents the authorized configuration of the significant components of

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252-513: Is desirable to have a descriptor between the Source CI and Target CI that helps provide context. For example, "database" is related as a "Component" of "Application Y". The descriptor is also known as a Predicate. A configuration item type (or CI type) is the data type of the element or configuration item an enterprise wishes to store within the CMDB. At a minimum, all software, hardware, network, and storage CI types are stored and tracked in

273-516: Is no formal independent third-party compliance assessment available to demonstrate ITIL compliance in an organization. Certification in ITIL is only available to individuals and not organizations. Since 2021, the ITIL trademark has been owned by PeopleCert. Responding to growing dependence on IT, the UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s developed

294-453: Is often called enterprise service management (ESM). One of the big pushes in ITSM is automation of mundane tasks, this allows people who perform these tasks to take on more critical tasks, this process called IT process automation . The ITIL approach considers the service desk to be the central point of contact between service providers and users/customers on a day-to-day basis. It is also

315-534: The resource description framework that maps the relation between a number of things through the use of relationship descriptors, giving context to how things are related to each other. There are three specific core challenges to creating and maintaining a Configuration Management Database: Because of the above reasons, companies usually choose to purchase their CMDBs, rather than designing, building, delivering, and supporting them themselves. ITIL The Information Technology Infrastructure Library ( ITIL )

336-505: The CIs (auto-discovery) and track changes as they happen. CMDB schematic structures, also known as database schemas , take on multiple forms. Two of the most common forms are those of a relational data model and a semantic data model . Relational data models are based on first-order predicate logic and all data is represented in terms of tuples that are grouped into relations. In the relational model, related records are linked together with

357-555: The CMDB, can be a great advantage. ITSM tools and processes are commonly referred to as ITIL tools, when in fact they are not the same. More than 100 tools are self-proclaimed ITSM tools - example 'ITSM systems' include FreshService, ServiceNow and Samanage . Software vendors whose ITSM tools fulfill defined functional requirements to support a set of ITIL processes, can obtain official approval, allowing them to use Axelos trademarks and an "ITIL process compliant" logo, under Axelos ' ITIL Software Endorsement scheme. A service desk

378-455: The IT environment. The CMDB contains and records data that are also called configuration items ( CI ). It also provides details about the important attributes of CIs and the relationships between them. Attributes captured by a CMDB vary based on CI category, and can number up to the hundreds. Some examples include: Because attributes are defined by metadata, CMDBs also contain metadata, and thus

399-434: The concept overlaps with that of a metadata repository, which is also used to more effectively run IT organizations. Configuration management addresses how the data is to be kept up to date. This has historically been a weakness of metadata repositories. At a minimum, relationships are often composed of a Source CI that is related to a Target CI. In the case of more advanced relationships, such as semantic relationships , it

420-463: The reconstruction of assets, to occur at any point in time. CMDBs can also be used for things like impact analysis , root cause analysis, or change management . CMDB implementations often involve federation – the inclusion of data into the CMDB from other sources – such as asset management, in such a way that the source of the data retains control of the data. Federation is usually distinguished from ETL (extract, transform, load) solutions in which data

441-648: The user with an informed single point of contact for all IT requirements. A service desk seeks to facilitate the integration of business processes into the service management infrastructure. In addition to actively monitoring and owning incidents and user questions, and providing the communications channel for other service management disciplines with the user community, a service desk also provides an interface for other activities such as customer change requests, third parties (e.g. maintenance contracts), and software licensing . Computer emergency response teams (CERT) are specifically dedicated computer security incidents. As

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