SCSM 2016 Features

SCSM CMDB / Data Layer

The database underpinning a Service Desk is known as a ‘CMDB’ (Configuration Management Database).

Microsoft’s CMDB resides within Microsoft SQL where Microsoft has structured an Enterprise CMDB. This CMDB is automatically populated via other Microsoft System Center tools such as System Center Operations Manager, System Center Configuration Manager and System Center VMM and also by Active Directory. As every Configuration Item on your network authenticates with AD, this offers a rapid way to build a CMDB without probing your network. To enable automation within IT service management, the service desk must hold accurate information about assets managed. The issue with other service desks is that populating asset information is a manual task – an analyst patches a system and moves onto their next ticket whilst not updating the CMDB. The architecture of SCSM ensures the asset/CI information is updated in real time by SCSM. This ensures a mature platform from which to enable automation.

SCSM CMDB / Data Layer

The CMDB is structured with many ‘classes’. Data for specific functions are held within classes and features within the service desk are enabled from within the database to the presentation layer, within Service Manager. Data is pulled from the CMDB to the presentation layer via the workflow / business logic layer within SCSM 2016. The Service Manager CMDB also holds historical information about all Users, all configuration items plus all work items (Event). This ensures it is easy for analysts to view the history of any item within the service desk and identify any trends. IE: if a change has caused an incident; if a user is a recurrent complainer; if a CI has repetitive incidents causing a problem and how delayed release will impact change.

Cased Dimensions has written SLA Management, Asset Management, Assigned to Me and Advanced Reporting and more to aid clients in being more productive with regard to the way they provision IT service management. We help you increase productivity and improve overall service levels as the function is pro-actively monitored.