The upcoming update to the cloud version of ServiceDesk Plus features the Configuration Management Database module, which allows service desk teams to define CIs and track the relationships between them.

Distinct features of the CMDB in ServiceDesk Plus Cloud.

Identify, import, and manage configuration items in one place.

Map assets, services, and other service desk elements as configuration items (CIs) to ensure that all critical components of your IT environment are properly identified, tracked, and maintained. Avoid breakdowns and unauthorized changes by getting better visibility into all CI information, including the incidents associated with CIs, and ensure maximum control over CIs.

  • Map existing assets, departments, technician groups, sites, users, vendors, and service categories to CIs.
  • Add CIs into CMDB manually or mark already existing assets, users or other information available in the the above mentioned modules as CIs
  • Define access to the CMDB, including edit permissions, through custom service desk roles.

Visually define and manage CI relationships.

Build configuration models of critical CIs along with their relationships. Perform better impact analysis during change planning and incident diagnosis using visual CI relationships.

  • Create custom CI types and map them to parent CI types. Add additional information for each CI type through custom fields.
  • Draw relationships between CIs using custom relationship types.
  • Control relationships between CI types by defining the cardinality between them, like one to many, or many to one.
  • View and edit relationships between CIs visually on a relationship map editor.

Make your CMDB support your processes.

Aid decision-making, planning, and problem resolution across your service desk by leveraging the information in your CMDB.

  • Associate CIs with incidents, service requests, and changes so CMDB information is readily accessible to technicians.
  • Configure CIs as criteria for business rule execution to more granularly handle incoming requests.
  • Trigger CI-specific custom actions including web hooks, tasks, field updates, notifications, and custom functions by configuring custom triggers.
Online documentation

Admin guide

Read detailed step-by-step instructions to setup the CMDB.

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