CMDB Service Levels
You can define different service levels that Analysts can assign to CMDB items as part of the CMDB Item details.
In ITIL (Information Technology Infrastructure Library) terms, a CMDB (Configuration Management Database) is crucial for managing IT services effectively. It serves as a comprehensive repository that stores details about various IT assets (known as configuration items, or CIs) and their relationships.
CMDB Service Levels, within the context of ITSM (IT Service Management) applications, pertain to the predefined standards or agreements that outline the expected performance and quality of IT services. These service levels are crucial for ensuring that IT services meet the demands and expectations of the business and its customers. In ITIL, managing service levels involves defining, documenting, agreeing, monitoring, measuring, reporting, and improving the quality of IT services over time.
When configuring CMDB Service Levels in an ITSM application, IT administrators formalize the service quality targets by establishing specific criteria such as availability, response times, and resolution times. This process ensures that IT services are delivered in alignment with business needs and objectives, facilitating effective service management and continuous improvement cycles.
Creating a Service Level
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed.
In the Explorer pane expand CMDB.
Select CMDB Service Levels to open the window.
Select the New icon. A new row is created to the browse table.
In the Service Level list, type the name of the new service level you want to create.
Repeat for each service level you want to create.
Select to save the changes. Provide the Change Reasons if prompted to do so.
The order in which the service types display in the drop-down list on the CMDB Item Details window matches the order in which they appear on the table. Select a service and use or to change its position in the table.
Renaming a Service Level
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed.
In the Explorer pane expand CMDB.
Select CMDB Service Levels to open the window.
Select the service level entry you want to rename.
Type the name you want to assign to the selected service.
Select to save the changes. Provide the Change Reasons if prompted to do so.
Deleting a Service Level
You cannot reverse this procedure. If you delete a service by mistake, you have to re-create the entry by creating a new service.
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed.
In the Explorer pane expand CMDB.
Select CMDB Service Levels to open the window.
Select the service level entry you want to delete from the list by selecting on it.
Select the Delete icon. If you attempt to delete the system default, you will receive a warning message.
The entry is deleted.
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