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Use Configuration Items and Configuration Management
Use Configuration Items and Configuration Management
Configuration Management allows you create, track and maintain Configuration Items and their relationships within an account. Configuration items can be any individual, location or device connected to your account. By adding enough Configuration Items and their relationships, you can build up an interconnected database of people, machines and locations, which helps you maintain control over them and their affiliated incidents, changes and problems. In ITIL, this is known as a Configuration Management DataBase (CMDB). Service Desk makes collecting and tracking all of this data as easy as possible.
Configuration management is all about identifying, defining and mapping all your assets and their relationships to one another. It's also about maintaining control over these assets (or 'Configuration Items') through effective incident, problem and release and change management. Understand what affects what, what's causing you the most trouble, and where your hot spots are. Configuration is a complex subject, and one of the hardest ITIL processes to implement. An in-depth description of configuration management can be found on Wikipedia's ITIL page.
Access Configuration Management


Configuration Management User Roles
- Config Management User These agents can access the Configuration Management section, where they can add, edit, browse and delete Configuration Items and their relationships
- Config Management Administrator These agents have the same permissions as Config Management Users, but can also manage configuration categories, attributes and relationship types.
About Configuration Items
- Name and description
- Category (and possibly sub-categories, if applicable)
- Direct relationships with other Configuration Items
Categories

Attributes

Relationships
- Hard – This configuration item will be directly affected if the related item is out of commission.
- Soft – This configuration item will not be directly affected if the related item is out of commission.
- Redundant – This only applies when you have more than one related item with a redundant relationship (i.e., this Configuration item will only be affected if all redundantly related items are out of commission).

Related articles
Getting Started with Configuration Management