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CMDB Overview Audio Script

The document provides an overview of a CMDB (configuration management database) course. It defines a CMDB as a repository that stores configuration item (CI) data and relationships to support IT service management. A CI represents a component like a server, application, or service. Understanding CIs and how they relate enables effective management, reporting and improvement of IT services. Two examples illustrate how a CMDB tracks issues like an email server outage and maps CIs to related incidents, changes, and automated remediation workflows.

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22 views2 pages

CMDB Overview Audio Script

The document provides an overview of a CMDB (configuration management database) course. It defines a CMDB as a repository that stores configuration item (CI) data and relationships to support IT service management. A CI represents a component like a server, application, or service. Understanding CIs and how they relate enables effective management, reporting and improvement of IT services. Two examples illustrate how a CMDB tracks issues like an email server outage and maps CIs to related incidents, changes, and automated remediation workflows.

Uploaded by

camis_vieira
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Course: Introduction to CMDB

Lesson: CMDB Overview

Video: CMDB Overview

To effectively manage and improve your IT service delivery you need to know exactly what is being used
within your IT environments as well as how it's being used with current accurate configuration data.
Understanding your organizations IT environments is easy with the ServiceNow’s configuration
management database or CMDB and up-to-date CMDB will drastically improve your capability for
delivering services. Some studies estimated 40% reduction in corrective actions. Imagine recovering
those misaligned efforts and directing them towards more strategic goals. The benefits of a CMDB
underpinned by a solid configuration management capability are far reaching and include service
management, asset management, operations management, information security, cloud operations, and
compliance.

The CMDB is primarily a data repository used to store information describing configuration items or CIs
as well as some asset related information. Each CI has information which defines what it represents its
attributes and its relationships to other CIs that support the services you deliver as well as some asset
information. A CI is a uniquely identified component used to deliver a service for which changes are
controlled. A CI can be a physical entity such as a server or it can represent an operational construct
such as a cluster of servers. A CI could also be something logical such as an application the CMDB also
contains the relationships between Cis. Understanding how each CI integrates with other CIs is
fundamental to understanding, managing and reporting on the services your organization delivers.

Now that we have a basic understanding of the CMDB, let's look at some scenarios that will give us a
better understanding of how it works within your instance; here a customer reports that email is down.
First the customer calls support to report the issue and then an incident is created after some
troubleshooting. Support determines that one of the customers email servers is down. It looks like the
downed email server needs to be rebooted so a change request is created so the email server is
rebooted, and the email issue is validated as resolved and the incident is closed.

Here we can identify several configuration items as they relate to the CMDB in this scenario. First we
have a service CI which is the email service that the customer uses. We also have the application CI
which is the email application. Next we can identify the email server itself which is a hardware server CI
and finally the change that was created contains a CI field so in this case the change record references
the hardware server CI.

Let's take a look at a similar scenario which instead focuses on how alerts are automatically handled like
in the previous scenario the email server has gone down in this case the event management application
creates an incident record tied to the email server. The event sent to ServiceNow when reviewed is
determined that the server needs to be rebooted and the workflow orchestration then performs a series
of actions to restore the email service. In this example Orchestration reboots the email server. Once
again the changes validated are being completed successfully. The customer then confirms that the
issue has been resolved before the incident is closed. In this scenario, we again see the email server as
the hardware server CI, Event Management creates an alert that generates an incident record tied to
the CI that produced the event. A change is created from the incident record which targets the same CI
on the form and Orchestration performs a series of actions to restore the email service .

CMDB is an essential component in your ability to gain full visibility into your infrastructure and services.
This leads to more control of your environment giving you the power to make more informed decisions.

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