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The latest ITIL-verified version of the Enterprise Service
Suite @ Work contains a fully-ITIL compatible CMDB (configuration management database) to store asset and other configuration item (CI) data.
It allows you to easily define what classes of items you wish to store in the CMDB and what attributes and default values should be recorded for each.
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The design is fully data-driven, so that even the labels on the standard fields of the Configuration Item record can be
varied by CI Class, for example using a single field to store Hostname for a computer-type item, and Room Name for a meeting room record, whilst for a
third class the field might be hidden.
The data structure of these generic CI records consists of
- a small number of standard fields with data-driven labels based on the CI Class
- linked CI Status records defining what statuses are appropriate for the class
- an unlimited number of linked Attribute records, each defining an attribute/value pair, effective date and date replaced
(allowing you to view or restore the configuration from an earlier date)
- Finance details, including whether owned or leased, and dependently the depreciation plan or lease details
- Linked TCO cost detail records, many of which can be created automatically from support contract payment schedules or lease payment schedules
- Linked component records, which themselves can be other CI records with data-driven attributes
- Network topology records defining the relationships and dependencies between CI records (Topology can also be viewed and modified
in a graphical environment using ESS Xtreme)
- CI Usage records, linking CIs to the users, business owners, processes, change approvers and locations that use the item
- Linked warranty and support contracts with details of coverage, SLAs and schedules of charges
- And of course a history table showing a history of support Incident tickets and change tickets affecting the CI
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The data structure is simple, making it easy both to set up new CI Class templates, and to import existing asset data
from other sources or through integration with discovery engines. When a new CI record is created from a Class template, the linked attributes
and components are all created for you automatically, allowing detailed records to be created with a single click.
The CI records in the CMDB are fully integrated into the rest of the Enterprise Service Suite@Work allowing Incidents, Problems and Changes to be linked to
one or many affected items. It also allows things like ticket assignment and approval processes to be driven from the CI record using change impact assessments
and approvers linked to individual CI records.
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