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CMDBs can be used for many things, including but not limited to: business intelligence, software and hardware builds, inventory, [4] impact analysis for change management, [5] and incident management. In the context of ITIL, the use of CMDBs is as part of infrastructure operations and support. The CMDB represents the authorized configuration of ...
An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues. [1] Issue tracking systems are generally used in collaborative settings, especially in large or distributed collaborations, but can also be employed ...
ServiceNow, Inc. is an American software company based in Santa Clara, California, that supplies a cloud computing platform for the creation and management of automated business workflows. It is used predominantly for the automation of information technology process, for example, the reporting and resolution of issues impacting am organization ...
Networked Help Desk is an open standard initiative to provide a common API for sharing customer support tickets between separate instances of issue tracking, bug tracking, customer relationship management (CRM) and project management systems to improve customer service and reduce vendor lock-in.
Configuration items are represented by their properties. These properties can be common to all the configuration items (e.g. unique item code that we will generate, description of function, end of the lifecycle or business owner that is approving configuration item changes and technical owner, i.e. administrator, that is supporting it and implementing the changes).
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
Configuration change control is a set of processes and approval stages required to change a configuration item's attributes and to re-baseline them. Configuration status accounting is the ability to record and report on the configuration baselines associated with each configuration item at any moment of time.
An incident is an event that could lead to the loss of, or disruption to, an organization's operations, services or functions. [2] Incident management (IcM) is a term describing the activities of an organization to identify, analyze, and correct hazards to prevent a future re-occurrence.