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Pau Lo
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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.
VMwareVirtualizationNetworking

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Andrew Hancock (VMware vExpert PRO / EE Fellow/British Beekeeper)

8/22/2022 - Mon
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Andrew Hancock (VMware vExpert PRO / EE Fellow/British Beekeeper)

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Pau Lo

ASKER
so the CMDB is basically used an information source for incidents to help speed up the resolution of the issue
Pau Lo

ASKER
can you provide any real life scenarios whereby if the accuracy of the data in your CMDB is inaccurate/out of date - what impact that has on your business/IT service?
Andrew Hancock (VMware vExpert PRO / EE Fellow/British Beekeeper)

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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