Working with CIs

Creating a Configuration Item

1.

While logged into the Service Desk Console, open the Configuration Item workspace. A list of configuration items appears.

Sample Configuration Item List

2.

Choose a template from the New drop-down list. For example, select New Printer. Each template has different fields and tabs. HEAT provides many out-of-the-box templates for different configuration item types. In addition to the common attributes that are required across all configuration item types, these configuration item templates accommodate configuration item details of varying complexity.

A blank form appears with the following tabs. Not all configuration items types use all tabs.

3.

Enter information into the fields on the Details tab.

Example Templates

The configuration item module has many templates, but listed here are three commonly used examples.

 

4.

Click Save from the toolbar.

Template List

The following is a list of the templates provided for creating a new configuration item record:

• Workstation
• Access Point
• BatchJob
• Cluster
• Computer
• Contract
• Database
• Document
• Enterprise Application
• FAX
• Firewall
• Generator
• Hub
• Middleware
• Mobile Device
• Monitor
• Peripheral Device
• Phone
• Printer
• Productivity All
• Rack
• Router
• SAN
• Scanner
• Server
• Service
• Switch
• System
• Unknown Device
• UPS
  Video Conference
• Virtual Server
• Virtual Workstation
• VOIP

Creating a Configuration Item from an Incident

If the incident reports a configuration item failure, you can search for that configuration item and link it to the incident record.

However, if you need to create a new configuration item (including service) that is associated with the incident you can also do so from the incident record. The configuration item is linked to the incident after you create it. You can also view the configuration items that the customer currently owns.

Linking helps Problem Management to identify which items may be potential problems.

1.

Within the incident record, click the CI tab, and then click New CI.

2.

Enter information only into the required fields. Required information is indicated by a red asterisk (*).

3.

Click Save. HEAT Discovery services populate most of the fields after scanning and auditing the item.

The configuration item is linked to the incident and appears in the CI tab of the incident record.

About Retiring a Configuration Item

When a configuration item is decommissioned or disposed, set the configuration item status to retired and attach any supporting documentation.

Deleting a Configuration Item

Deleting configuration items is independent of deleting escalation exceptions unless they are linked.

 

Deleting escalation exceptions used by escalation watches is not advisable since the escalations stops

working for certain incidents or service requests in progress. Ensure that the escalation exception to delete is not being used currently by a watch that is still in run, pause, or reset and run states.

 

When deleting services, one of the places impacted is the Service Catalog, and the application

references services throughout various parts. Also, some initialization rules referencing existing service

records, such as Service Desk, are impacted.

 

Remember, escalation schedules are hierarchical. Never delete the escalation schedule at the top level of the hierarchy. Also, do not delete the default (non-service level agreement) schedules underneath the top-level escalation schedule; otherwise, the escalation engine cannot process the incident or service request, based on a non-service level agreement based schedule.

 

1.

Within the Service Desk Console, in the configuration item workspace, select the item to delete.

2.

Click Delete from the toolbar.