Working with Configuration Items

This section helps you set up your configuration items (CI) database. Also learn to define the attributes that are displayed to a user while logging a request related to a specific configuration item. 

Create and Manage Configuration Items

A service organization can have many configurable devices and software applications. Each of these items is treated as a Configuration Item (CI) and generally has specific problems and solutions. The information about CIs assists analysts in resolving the CI issues.

For example, while submitting a ticket related to a printer issue, the user selects a particular printer as related CI. You can view the detailed specifications, such as custom fields and values by accessing the details from the CI database. For more information, see Creating and Managing Configuration Items.

Create and Manage Configuration Item Attribute Templates

A service organization has many configurable devices and software applications. Each of these items is treated as a Configuration Item (CI) and has specific problems and solutions. Serviceaide Intelligent Service Management maintains a detailed database of all the CI data. The analyst requires some additional information such as the install location and the date of service to process a ticket. The issue resolution is faster if the additional information fields automatically appear when the user selects a CI. For more information, see Create and Manage Configuration Item Attribute Templates.