Relating CMDB configuration items to work items...
What are the options for automatically relating CMDB configuration items to work items?
For example, if a unique Computer Name or Business Service Name is in the Description of an IR, can/will the CMDB configuration item be automatically related?
Kind of like the @mention capability...
Answers
You could add an SCO Runbook or a powershell activity to the incident template, which runs after creation and checks if there is something inside the description/title, which could be tide to a config item.
But from mail I think this is pretty difficult as you have no pre-filtering what a user might write inside the mail body. Inside a request offering this sounds like it is doable imo. E.g. a text field where the user has to write the hardware asset name or the bussiness service name (or unique ID) inside this field, the activity searches for the corresponding object in the cmcb and relates it.
A lot of this depends on the point of entry, but I'll do my best to cover them all:
All of that said - are there times when you would not want this type of relationship update to occur?
Appreciate the responses.
We currently measure our ITSM performance on volume of IRs, duration of IRs, ratio of IRs per employee. I'd like to add Business Service to that so I can then report to those service owners, how efficiently their services are running.
We have CMDB information in multiple solutions, locations, etc.
Trying to determine how/if we can leverage this tool to centralize/standardize any of that data to make it useful 'enterprise' wide for our organization.
Most of our existing CMDB information is very specific to the team needing it, working it and is not used or understood by the teams creating/working tickets.
If relating a CMDB item is left up to our 1000 portal analysts to do manually, we feel the accuracy will be low.
I think where we are currently at is selecting 10 of our business services and creating them in Portal CMDB database and leveraging the methods above to tie work items to those services and see what value we see.
Does anyone have any real world examples of how they are using "Config Items" or in Portal to provide value? Or how they are using CMDBs to improve their services delivered.