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CMDB and incident management in virtual environments

Can anyone who works within a IT department explain to me why it is so important to tie incidents to configuration items in your CMBD (i.e. PC's, virtual servers, hosts, infrastructure etc). I can the link between change management and CMDB, as changes can update the CI configs. But I don't really get the risk if when you log an incident it isnt tied to a CI (as they root cause for the incident may not even be known?). A lot of incidents are tied to virtual servers or their support infrastructure i.e. hosts, storage etc. Any insight most welcome.
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pma111
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pma111
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Andrew Hancock (VMware vExpert / EE MVE^2)VMware and Virtualization ConsultantCommented:
It should not make any different whether this is a physical or virtual environment - it does not matter.

To see who widespread the issue is!

e.g. if a PCs memory was changed from 8GB to 16GB, and an Incident on the Service Desk was reported, that they now had issues with the Browser not working correctly and crashing, the Service Desktop can be given a quick indication, that the memory upgrade was not complete correctly, or the new memory has a fault.
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pma111Author Commented:
so the CMDB is basically used an information source for incidents to help speed up the resolution of the issue
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pma111Author Commented:
can you provide any real life scenarios whereby if the accuracy of the data in your CMDB is inaccurate/out of date - what impact that has on your business/IT service?
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Andrew Hancock (VMware vExpert / EE MVE^2)VMware and Virtualization ConsultantCommented:
CMDB - is the Configuration Management Data Base, or INVENTORY!

It does not store Incidents, but Incidents are linked to it.

e.g. a user calls the Service Desk, the Service Desk intercepts the Extension Number, and is able to bring up the details of the User Account and User on the phone, and the Asset the User is using, e.g. the computer, and all the information about the computer, hardware specification, software versions, network ports are in the CMDB.

A service request for the installation of software, e.g. Microsoft Office for Windows 64 bit, and the CMDB sates the user has a PC, the Support Analyst visits to complete the software install, and finds there is an Apple MAC!
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