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LiveTime Help Desk |
Configuration Management
LiveTime Help Desk uses a
centralized Configuration
Management Data Base (CMDB) to
control infrastructure
information. The CMDB is the
focal point of LiveTime's
integrated service and support
processes including Incident
Management, Service Level
Management and Configuration
Management.
LiveTime's active CMDB can be
scheduled to automatically
synchronize with third party
asset discovery and management
tools. This ensures service desk
staff access the most up to date
infrastructure information when
working on support issues.
At its simplest level the CMDB
can be used to store corporate
hardware and software asset
details and the dependencies
(relationships). This can be
refined within LiveTime using
the item-type templates. These
allow users to define custom
attributes or specific
information that is to be
recorded against a configuration
item.
Snapshots and Rollbacks
The CMDB allows Configuration
Item (CI) baselines to be set by
Users. This means a snapshot of
a CI is frozen at a point in
time, so if any future changes
made to a CI are not successful,
the CI can be easily reverted to
its previous state.
LiveTime's CMDB implementation
also enables users to define CI
lifecycles (stages). It defines
lifecycles and attributes to
record and report on previous,
current and planned states of a
CI. This allows items to be
moved, tracked and checked for
things like cost, time,
authorization and completion.
ITIL Compatible
LiveTime's CMDB is ITIL
compatible and meets all the
objectives of ITIL's
configuration management process
for identifying and recording
infrastructure information.
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Service Catalogs
Once you've synchronized your
asset management register(s)
with LiveTime Help Desk, the
next step is to define the
service catalog using LiveTime's
advanced item configuration,
relationship and lifecycle
editors.
Service Catalog - The service
catalog defines the
relationships between items
managed by LiveTime. LiveTime
Help Desk is deployed with
default relationships that can
be edited to suit your
environment. Build item
relationships using either a
top-down or bottom-up approach.
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Service Oriented: a top down
relationship view, that
starts with the service and
breaks it down it
components.
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Component Oriented: a bottom
up relationship view, that
builds up to the service
with individual components.
When the relationship
orientation has been defined
then CI relationships can be set
using any of the following
types:
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Hierarchical - defines
ownership, such as
Parent/Child relationship.
For example, an application
is installed on an Operating
System.
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Connection - defines an
association, such as
something accesses
something. For example, an
application draws from a
databases installed on
another machine.
The service catalog, through
it's use of the CMDB lifecycle
and relationship management
ensures organizations look at
the big picture when is comes to
measuring the impact of IT
service and support.
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