ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle ...

Figure 3: Associating multiple incidents to a single problem in the
PeopleSoft Help Desk
Similarly, the query engine enables support staff to pull up historical
information on both problems and known errors. This information can
then be used during the investigation process.
The CMDB facilitates Incident Problem Management by automatically
populating incident records with Configuration Item (CI) attribute
information when an incident is automatically created. The CMDB also
helps facilitate the Help Desk operator in the prioritization of incidents by
reviewing change history and SLA’s impacted by the CI. By maintaining
relationships between CI’s, the CMDB facilitates incident matching -
linking known errors to CI’s. Since changes can introduce new incidents;
the CMDB tracks incidents, problems, and change records for easy
querying and reporting.
Configuration Management
The primary goal of
Configuration Management is
to provide a logical model of
the IT infrastructure or a
service, by identifying,
controlling, maintaining, and
verifying the versions of
Configuration Items (CI’s) in
existence.
The primary goal of the ITIL Configuration Management process is to
account for and verify the configuration records of all the components of
the IT infrastructure, as well as provide accurate information to support all
other key processes.
According to ITIL:
Configuration Management provides a logical model of the infrastructure or a service by
identifying, controlling, maintaining, and verifying the versions of Configuration Items
(CI's) in existence and their relationships to each other.
Configuration Management consists of 4 main tasks:
• Identification – The specification, identification of all IT
components and their inclusion in the CMDB.
• Control – The management of each Configuration Item.
• Status – The recording of the status of all Configuration Items in
the CMDB and the maintenance of this information.
• Verification – The review and audit to ensure the information
contained in the CMDB is accurate.