1. Configuration Identification

Creating and identifying Configuration Items (CIs) is the process in which new items are defined and added to the Configuration Management database. After an item has been added, it can be tracked and managed through its workflow. This enables you to perform the necessary audits using the reporting capability found in SBM.

New items can either be created automatically based on an event raised from another tool or manually from within SBM. Other tools that can be configured to raise events include other asset management systems or asset discovery systems. New items may need to be created from within SBM based on a Request for Change (RFC), Service Request for new hardware, or the results of an audit where items that do not exist in the system were discovered.

Note: Raising and receiving events within SBM requires knowledge of Web services and SBM orchestrations. If you do not have in-house expertise, contact Serena Professional Services, which can help you modify your Service Manager implementation to communicate with third-party tools.

When you create or classify a CI, some fields have predefined values that are available in lists on the Submit form. These values create consistency among your configuration items, which in turn helps when searching for existing configuration items to relate to an incident or problem. In addition, this consistency improves audit and report results for managing your configuration items.

In the default Service Manager, predefined values can be selected for the CI Type, Status, Category, Sub-Category, and Sub-Category Type fields. Note that the Sub-Category and Sub-Category Type fields are relational fields, which means that you must select a value in the related field before they are populated with values. For example, you must select a Category before values appear in the Sub-Category list, and when you select a Sub-Category, the Sub-Category Type list is populated.

Tip: Some selection lists are populated from auxiliary tables, such as Category and Sub-Category. If you have permission to edit a table, you can add or modify selections by selecting

, navigating to the auxiliary table (Search | Manage Data), or using an Editable Grid report run against the auxiliary table.

Other lists are defined in the process app using SBM Composer. Updating these values requires that you redeploy the process app.

Some of the fields in CI items are free-form text fields, which allow flexibility when defining items. Examples of these fields are CI Name, Description, Maintenance Window, Manufacturer, and Serial Number. For CI items with software attributes, the DML Link field allows you to include a link to your Definitive Media Library, where your software components are stored and protected.

Your Configuration Management solution is customizable so that you can add fields to specify additional data, such as a date field for when a warranty expires. Custom fields can be added to the process app within SBM Composer and then deployed to your server.

After you complete the submit process by clicking Submit on the submit form, the CI is created. It is assigned a unique identification number and then moves to the Classification state, where it is assigned to a Configuration Analyst. The analyst can choose how to proceed with the item. The analyst could choose to modify the CI by selecting to Update the item, and then entering appropriate values for the item. If the CI is ready to activate or publish, the analyst clicks Activate. The configuration item is now live in the system, and it resides in the Active state in SBM until it is audited, inactivated, or disposed.

Note: Functional and access privileges to configuration items are role-based and your role is defined by your administrator. Depending on your privileges, you may not be able to create new items, update items, or add relationships to items. Field attributes may also be classified, and access to each data classification can be granted according to your role. The right to transition changes from one state to another can also be controlled by the role privileges.