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SummitAI Service Management Help

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3

You can add a new Configuration Item (CI) to the CMDB if you are a Configuration Manager or user with appropriate access. You can also create Child, Parent, and Peer relations between CIs (see: CI Relations).

To add Configuration Items (CIs):

  1. Select CMDB > User > New Configuration Item.

  2. On the NEW CI page, select the Tenant and fill in the other required details as described in the following table:

    Field

    Description

    		Is Mandatory?

    System Defined or

    User Defined

    		Editable (Add or Update)

    Tenant

    It helps to map a CI to a department. Select the Tenant from the list.

    		YesUser DefinedNo

    Classification

    It helps to map a CI to a particular group. Select the Classification from the list.

    		YesUser DefinedNo

    Criticality

    It helps in mapping a priority/importance to a CI. Select the Criticality from the list.

    		YesUser DefinedNo

    Device/ Host Name

    It helps in identifying a CI. Type in the device or host name.

    		Yes User DefinedYes

    Serial No.

    It helps in identifying a CI. Type in the serial number of the CI.

    		YesUser DefinedYes

    Owner Workgroup

    Helps in mapping CI ownership to a resolver group. Select the Owner Workgroup of the CI.

    		YesUser Defined

    Update - Yes. Updating an owner workgroup is possible.

    Adding - No. Adding an owner workgroup from this screen is not possible. 

    Owner

    Helps in mapping another existing owner to the CI. Select the owner of the CI.

    		YesUser Defined

    Update - Yes. Updating an owner is possible.

    Adding - No. Adding an owner from this screen is not possible. 

    Status

    Helps in mapping CI status to Production, Development, Staging or Retired. Select the desired status of the CI.

    		YesSystem Defined

    Update - Yes. Updating status is possible.

    Adding - No. Adding a new status from this screen is not possible. 

    Customer

    Helps in mapping a CI ownership to a department or customer. Select desired customer of the CI.

    		YesUser Defined

    Update - Yes. Updating a customer is possible.

    Adding - No. Adding a new customer from this screen is not possible. 

    Life Cycle Status

    Helps in mapping CI status to Design,Operational or Retired. Select the desired life cycle status of the CI.

    		YesSystem Defined

    Update - Yes. Updating a lifecycle status is possible.

    Adding - No. Adding a lifecycle status from this screen is not possible. 


    New Configuration Item page
    Figure: NEW CI page

  3. Type in the other required fields under the GENERAL, CI RELATIONS, VERSION HISTORY, RELATIONSHIP, DOCUMENTS, and ADDITIONAL INFORMATION tabs. For information about the fields under these tabs on the NEW CI page, see Field Description. 
  4. Click SUBMIT. A new CI is added.

Field Description

This section describes the fields on the NEW CI page.

Expand
titleGENERAL

You can provide details, such as the device or host name, MAC address, Owner Workgroups, model numbers, installation date, location, and Vendor under the GENERAL tab.

GENERAL Tab
Figure: GENERAL Tab

The following table describes the fields under the GENERAL tab:

Field

Description

Is Mandatory?

System Defined or

User Defined

Editable (Add or Update)

IP Address

Helps in identifying a CI. Type in the IP address of the CI.

YesUser Defined

Update - Yes. Updating an IP Address is possible.

Adding - No. Adding a new IP Address from this screen is not possible. 

MAC Address

Helps in identifying a CI. Type in the MAC address of the CI.

YesUser Defined

Update - Yes. Updating a MAC Address is possible.

Adding - No. Adding a new MAC Address from this screen is not possible. 

Make

Type in the make of the CI.

NoUser Defined

Update - Yes. Updating a Make is possible.

Adding - No. Adding a new Make from this screen is not possible.

Vendor

Helps in identifying a vendor who is servicing the CI. Type in the name of the Vendor of the CI.

NoUser Defined

Update - Yes. Updating a Vendor is possible.

Adding - No. Adding a new Vendor from this screen is not possible.

Model No.

Helps in identifying a CI. Type in the model number for the CI.

NoUser Defined

Update - Yes. Updating a Model No is possible.

Adding - No. Adding a new Model No. from this screen is not possible.

Installation Date

Helps in identifying the date on which the CI was commissioned. Select the date of installation of the CI.

NoUser Defined

Update - Yes. Updating Installation Date is possible.

Adding - No. Adding a Installation Date from this screen is not possible.

Managed By

Helps in mapping a CI 's operational/transactional ownership to a workgroup. The Owner workgroup or Managed by can be same or different.

Select the team who will manage the CI. For example: IT Service Desk and Enterprise Application.

NoUser Defined

Update - Yes. Updating Managed By to another existing workgroup is possible.

Adding - No. Adding Managed By from this screen is not possible.

Location

Helps in mapping a CI to geographical location. Select the location for the CI.

NoUser Defined

Update - Yes. Updating Location to another location is possible.

Adding - No. Adding a new location from this screen is not possible.

Rack

Helps capture the physical RACK number where CI is hosted. Type in the rack name to install the CI.

NoUser Defined

Update - Yes. Updating Rack to another existing rack is possible.

Adding - No. Adding a new Rack from this screen is not possible.

Underpinning Contract

Helps in mapping any contract associated with a vendor who is managing the CI.

Select the Underpinning Contract applicable for the CI.


The Underpinning Contract (UC) is the agreement between an IT Service Provider and a Third Party (Vendor). The Third Party provides Goods or Services that support delivery of an IT Service to a Customer. The Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level Targets defined in an SLA.

NoUser Defined

Update - Yes. Updating an Underpinning Contract (UC) to another existing UC is possible.

Adding - No. Adding a new UC from this screen is not possible.

Project

Helps in mapping a CI to a Project. Select the name of the project for the CI.

NoUser Defined

Update - Yes. Updating the Project to another existing Project is possible.

Adding - No. Adding a new Project from this screen is not possible.

CIs User Account

Helps in mapping user account that can be used for accessing the CI. Select the user account for the CI.

No User Defined

Update - Yes. Updating CIs User Account to another existing User  Account is possible.

Adding - No. Adding a new User Account from this screen is not possible.

Test Plan Mandatory

Helps in tracking if a test plan is mandatory during the change for an identified CI.

Indicates the status set for testing the linked Change Record (CR).

  • If selected, it is mandatory to test the linked CR and have at least one successful test result before implementation.
  • If not selected, it is not mandatory to test the linked CR.
NoUser Defined

Update - Yes. Updating Test Plan to another is possible.

Adding - No. Adding a new Test Plan from this screen is not possible.

SSH Port

Helps in understanding the SSH port that needs to be used for remote connectivity of a CI. Type in the SSH port for the CI.

No User Defined

Update - Yes. Updating SSH Port to another existing port number is possible.

Adding - No. Adding a new SSH Port from this screen is not possible.

Telnet Port

Helps in understanding the Telnet port that needs to be used for remote connectivity of a CI. Type in the Telnet port for the CI.

No User Defined

Update - Yes. Updating Telnet Port to another existing port number is possible.

Adding - No. Adding a new Telnet port number from this screen is not possible.

Warranty

Helps in understanding the terms of warranty and timeline associated with Warranty. Type in the warranty conditions for the CI.

NoUser Defined

Update - Yes. Updating Warranty to another warranty is possible.

Adding - No. Adding a new warranty from this screen is not possible.

Annual Maintenance Contract

Helps in mapping the contract terms for annual maintenance. Type in the Annual Maintenance Contract set for the CI.

No User Defined

Update - Yes. Updating AMC to another AMC is possible.

Adding - No. Adding a new AMC from this screen is not possible.

Version

Helps in tracking the versions of the CI basis the changes introduced to CI. Type in the version details of the CI.

No User Defined

Update - Yes. Updating Version to another version number is possible.

Adding - No. Adding a new version from this screen is not possible.

Description

Helps in capturing additional information associated with a CI. Type in a description for the CI.

No User Defined

Update - Yes. Updating Description is possible.

Adding - No. Adding new description from this screen is not possible.

Remarks

Helps in capturing additional information associated with a CI. Type in remarks, if any.

No User Defined

Update - Yes. Updating remarks to is possible.

Adding - No. Adding new set of remarks from this screen is not possible.

Active

Indicates the status set for the CI.

  • If selected, the CI is enabled to display on the other pages of the application.
  • If not selected, the CI  is inactive and is not displayed on the other pages of the application.


Update - Yes. Updating the Active status to another existing status is possible.

Adding - No. Adding a new status from this screen is not possible.

Service EntitlementHelps in mapping monitoring parameters to CI. This is useful if one uses SummitAI monitoring tool.No User Defined

Update - Yes. Updating Service Entitlement to another existing Service Entitlement is possible.

Adding - No. Adding a new Service Entitlement from this screen is not possible.

Expand
titleCI RELATIONS

You can create Child, Parent, Peer, Backup or any configured relations (see: Configuring CI Relation Types) between the CIs using the Link list under the CI RELATIONS tab (see: CI Relations). All the linked CIs are displayed in a Tile view. The basic information about the CIs is displayed along with the Event Correlation status (Correlated). Event correlation is a method used to identify the few events that should be analyzed and corrected from a large number of events that are triggered. For example, if there are two CIs, one is a parent CI and the other one is a child CI. If the Parent CI goes down, an event is created. If the Parent CI goes down and the Child CI also goes down, the event created for the Child CI is suppressed if the Correlated status is YES. The event triggered by the Parent CI is analyzed, and corrected. 

  • Parent CI: A CI is identified as a Parent CI if one or multiple CIs depend upon it. Any major impact on the Parent CI has an impact on the Child CI.
  • Child CI: The availability and performance of a Child CI has a dependency on the Parent CI.
  • Peer CI: A CI of similar nature is considered as a Peer CI. There is no impact on the CI if the Peer CI goes down.
  • Backup CI: A CI is identified as a Backup CI if it provides backup to another CI. It means if the CI goes down, the Backup CI performs in place of the affected CI, significantly reducing the impact of the affected CI.
  • Services: The Services linked to the CI are displayed.

CI RELATIONS tab
Figure: CI RELATIONS tab

Expand
titleVERSION HISTORY

Anchor
CI Version History
CI Version History
You can view the version history about a CI under the VERSION HISTORY tab. After a CI is developed and moved to the production, the version history is generated for the CI and the details of the CI is changed to view/read mode. To edit the details of the CI, the Analysts must create a Change Record (CR) and it should be approved by the CAB member and Authorizer.

VERSION HISTORY tab
Figure: VERSION HISTORY tab

 The following table describes the fields under the VERSION HISTORY tab of the NEW CI page:

Field

Description

Current Version

Displays the current version of the CI.

Version

Displays the version number of the CI.

  • Major:If the previous version was Version 1.0, the next version of the CI is Version 2.0
  • Minor: If the previous version was Version 1.0, the next version of the CI is Version 1.1.
  • Small/ Update: If the previous version was Version 1.0, the next version of the CI is Version 1.01.

Note: Based on the selected Category in the related Change Record (CR), the version number changes. For example: The initial CI is at Version 1.0.

Change Request ID

Displays the CR ID.

CR Status

Displays the status of the CR.

Baseline

Select the check box to specify the version as the baseline version.

Note: User can go back up to the baseline version to view the previous records of a CI.

Created On

Displays the created date of the CI.

Created By

Displays the name of the Analyst who has created or modified a CI.

Revert to Previous Version

Displays if the CI has been reverted to the previous version.

  • Yes: Indicates that the CI has been reverted to the previous version.
  • No: Indicates that the CI is of the current version.

Get Previous Version

Click to revert to the previous version of the CI. You can roll back up to the baseline version of the CI using this icon. For example, currently if you are working on a CI of 5.0v and if the baseline of this CI is set as 2.0v, you can go back, version by version, in the order it is modified, and up to the baseline version, which is 2.0v, and view the previous version details.

 To reverse the CI to the previous version, see Reversing CI to Previous Version in the following section.

Anchor
Reversing CI to Previous Version
Reversing CI to Previous Version

You need to revert the CI configuration to previous version only if the CR implementation for the CI fails. The Revert to Previous Version option in the CR should be set as Yes (see: P.I.REVIEW). Or, you must create a new CR. To create a new CR from the NEW CI page, go to the RELATIONSHIP tab, click the Create list and select Change Record. A new CR is created (see: Creating Change Records). After the approval of the CR under the P.I. REVIEW tab (see: P.I.REVIEW), the Approver must update the Revert to Previous Version option as Yes and save the CR . Open the associated CI and go to the VERSION HISTORY tab. Click the Get Previous Version button to revert to the previous version of the CI. You can revert CI configurations till the last baseline version set for the CI.

Expand
titleRELATIONSHIP

You can link related Incidents, Problem Records (PRs), Assets, CIs, Events, and so on to the CI using the Link list. You can also create new Incidents, PRs, SRs, and so on to link to the CI using the Create list.

RELATIONSHIP tab
Figure: RELATIONSHIP tab

Expand
titleDOCUMENTS

You can add the related documents for the CI under the DOCUMENT tab. Fill in the required details for the document and click ADD to associate it with the CI.

DOCUMENTS tab
Figure: DOCUMENTS tab

The following table describes the fields under the DOCUMENTS tab of the NEW CI page:

Field

Description

Document Name

Type in the document name.

Version No.

Type in the version number of the document.

CI Location

Type in the CI location.

Attachment

Click the Upload icon to attach the related document.

User Name

Type in the user name for the document.

Password

Type in the password for the document.

Anchor
Additional Info
Additional Info

Expand
titleADDITIONAL INFORMATION

Under the ADDITIONAL INFORMATION tab, you can specify additional information under SLA MATRIX BY CI, COST DETAILS, and custom fields (if configured from the FORM BUILDER page).

ADDITIONAL INFORMATION tab
Figure: ADDITIONAL INFORMATION tab

The following table describes the fields under the ADDITIONAL INFORMATION tab:

Field

Description

SLA MATRIX BY CI

Priority

Select the Priority for the SLA Matrix.

Overridable

Select if the SLA Matrix should be allowed to be overwritten.

SLA

Select the SLA for the SLA Matrix.

Active

Indicates the status of the SLA Matrix.

  • If selected, the SLA Matrix becomes an available option on the other pages of the application.
  • If not selected, the SLA Matrix becomes a inactive value. The inactive cost details is not displayed on the other configuration pages of the application or in the SLA Matrix by CI list.

COST DETAILS

Cost Type

Select the cost type.

Remarks

Specify remarks if any.

Currency

Select the currency.

In addition to the above tabs, based on the Classification selected for the CI, any one of the following tabs is displayed.

  • If you select a Server device in Classification, the SERVER tab is displayed along with the other tabs.
  • If you select a Network device in Classification, the NETWORK tab is displayed along with the other tabs.
  • If you select Desktop in Classification, the DESKTOP tab is displayed along with the other tabs.
  • If you select Others in Classification, all the tabs (SERVER, NETWORK, and DESKTOP) are displayed along with the other tabs.

Expand
titleNETWORK

You can specify the network related details about the CI under the NETWORK tab,

 NETWORK tab

Figure: NETWORK tab

The following table describes the fields displayed under these sections under the NETWORK tab:

Field

Description

No. of Slots

Type in the number of slots available in the respective card.

Subnet mask

Type in the subnet mask to configure the CI.

Slot Numbers

Type in the slot number of the CI.

Gateway

Type in the gateway number.

Ports

Type in the number of ports available in the CI.

Card Type

Type in the card type.

Circuit Id

Type in the identification number of the circuit.

VLAN

Type in the VLAN.

ISO/ Software

Type in the details, if any.

Memory (Flash)

Type in the details of the flash memory.

Memory (DRAM)

Type in the details of the DRAM memory.

Access List

Type in the details of the access, if any.

Routes

Type in the details of the route, if any.

A End Description

Type in the start point details.

B End Description

Type in the end point details.

A End IP

Type in the start point IP.

B End IP

Type in the end point IP.

Expand
titleSERVER

You can specify the server related details about the CI under the SERVER tab.

 SERVER tab

Figure: SERVER tab

The following table describes the fields displayed under these sections under the SERVER tab:

Field

Description

CPU

Type in the capacity/speed, and the company name of the Hard Disk Drive.

HDD

Type in the capacity/speed, and the company name of the Hard Disk Drive.

RAM

Type in the speed of RAM.

NIC

Type in the details of the network card.

Network

Type in the details of the network that is connected to the server.

RAID Level

Type in the details of the RAID level.

RAID Card

Type in the details of the RAID card.

Backup State

Select the check box to specify if backup is required.

Backup Details

Type in the backup details.

Operating System

Type in the details of the operating system that is installed on the server.

Service Pack

Type in the details of the Service packs that are installed on the server.

Installed Applications

Type in the details of the software applications that are installed on the server.

Patches

Type in the details of the patches of the software application.

Expand
titleDESKTOP

You can specify the desktop related details about the CI under the DESKTOP tab.

 DESKTOP tab

Figure: DESKTOP tab

 The following table describes the fields displayed under these sections under the DESKTOP tab:

Field

Description

CPU

Type in the capacity/speed, and the company name of the Hard Disk Drive.

Hard Disk Drive

Type in the capacity/speed, and the company name of the Hard Disk Drive.

RAM

Type in the speed of RAM.

NIC

Type in the details of the network card.

Network

Type in the details of the network that is connected to the CI.

Operating System

Type in the details of the operating system that is installed on the CI.

Service Pack

Type in the details of the Service packs that are installed on the CI.

Installed Applications

Type in the details of the software applications that are installed on the CI.

Patches

Type in the details of the patches of the software application.

Expand
titleSOFTWARE

You can view the list of Software associated with the CI under the SOFTWARE tab.

 Software Tab

Figure: Software Tab

The following table describes the fields on the SOFTWARE tab:

Field

Description

Type

Select the required option in the drop-down list.
The available options are:

  • Summary
  • Detail

Total Records

Displays the number of software for the CI.
You can also set the number of software to be displayed in a page.
Click on the drop-down box and select the required option.

Software Name

Displays the name of the software.

Vendor

Displays the vendor for the software.

Version

Displays the version of the software.

Note: The SOFTWARE tab is not available for Network CIs.


ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the NEW CI page.


CI LIST

Click CI LIST to view the list of CIs configured. For information about viewing list of CIs, see Viewing List of CIs.

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