CMDB Selection Priority
ASM Core uses the CMDB Selection Priority list to determine which agreement to apply to a call, request or task that is logged against several CMDB items.
This window displays all the CMDB item fields defined in your system, including both standard fields and fields added through the ASM Designer.
Multiple CMDB items of the same base type (for example multiple CIs) can be linked to a call if CMDB fields have been added using Designer. The CMDB selection priority window enables you to order the relative importance of each field when applying an agreement. This window is only relevant if extensible CMDB item fields have been added in the Call Details window.
Understanding CMDB Selection Priority in Service Level Management Configuration
In the realm of Service Level Management (SLM) within IT Service Management (ITSM) frameworks, the Configuration Management Database (CMDB) Selection Priority feature is pivotal for ensuring the correct application of Service Level Agreements (SLAs) to service calls. This mechanism is especially critical when your system is designed to handle multiple Configuration Items (CIs) of the same base type—which could range from network components to software applications—linked to a single service call.
How It Works
The essence of CMDB Selection Priority lies in its ability to define a hierarchy among the CMDB item fields (both standard and custom fields added through the ASM Designer).
If you have a custom field(s) added through designer, and you want to use these fields for CMDB selection Priority, you would need to use the Rules Builder.
This hierarchy dictates the order of priority when multiple CIs, each potentially associated with different SLAs, are linked to a call. For instance, in a scenario where both a primary server (Server A) and a secondary server (Server B) are attached to a call, the CMDB Selection Priority determines which server's linked agreement is applied based on the predefined field priorities.
Practical Application
Agreement A is linked to Server A, and Agreement B is linked to Server B.
Both servers are linked to a service call, with Server A as Configuration Item 1 (CI 1) and Server B as Configuration Item 2 (CI 2), where CI 2 is a field added via ASM Designer.
Result: If CI 1 is assigned a higher priority than CI 2 in the CMDB Selection Priority List, then Agreement A (linked to Server A) will be applied to the call over Agreement B.
Scenarios
For more information on CMDB Selection Priority, see the next page, CMDB Selection Priority.
Reference Table
| Agreement Selection Priority | CMDB Selection Priority | Agreement Applied |
|---|---|---|
Service | Agreement A - HR Services | |
Configuration Item | Custom Field A | Agreement B - Print Servers |
Custom Field B | Agreement C - Printers | |
Configuration Item System Field | Agreement D - User Devices | |
Service | Agreement E - Mail Services | |
User | Agreement X |
Scenario 1: You log a ticket for John Smith for his laptop. Which agreement would be applied?
Answer: Agreement D. In this scenario, 2 agreements might be a match. Agreement D - User Devices and Agreement X for the User. Here we see that the selection priority evaluates Configuration item before it looks at the user and there is an agreement for user devices. The agreement for the laptop will be applied.
Scenario 2: John Smith Logs a ticket because he is not able to get into Workday. He says Workday looks to be down. The service is listed as HR Services and the CI lists the Software, Workday. What agreement would be applied?
Answer: HR Services is the first Agreement Selection listed in the priority list. ASM starts at the top and works its way down. In this case, HR Services is first and so Agreement A will be applied.
Scenario 3: John Smith Logs a ticket because he cannot print from his laptop. The service listed is Printers and the CI linked is the printer he is trying to print to and his laptop. Which agreement would be applied?
Answer: Since ASM starts at the top and works down, the agreement selection priority for Configuration Item is higher than that of the user, so ASM then looks at the CMDB selection Priority and find a match for Printers. Agreement C is applied.
Significance
The CMDB Selection Priority feature is paramount for ensuring the accuracy and relevance of service level management within an organization. It allows IT Service Managers to configure their SLM processes in a manner that aligns with organizational priorities and ensures that the most critical components are given precedence. This targeted approach to agreement application not only streamlines the management of service calls but also enhances the overall efficiency and effectiveness of IT service delivery.
In summary, mastering the CMDB Selection Priority configuration empowers organizations to tailor their Service Level Management processes to meet specific operational needs and ensure that service delivery consistently aligns with business objectives and customer expectations.
Setting up CMDB Selection Priority
Before you start
You must have SLM Setup enabled within your General Access Security Role in order to configure any SLM administration settings.
Verify that you have already defined options for Workflow Management and the CMDB, especially priorities, types, service levels, service types and CMDB item types.
Select the Menu button, then Admin, and then select System Administration. The System Administration window is displayed, with a menu of options available.
In the Explorer pane, select Service Level Management.
Select CMDB Selection Priority to open the window.
To set up the agreement selection priority for calls, select the Calls option. To set up the agreement selection priority for requests, select the Requests option.
In the left-hand browse table, select the selection priority you wish to make available as agreement selection criteria.
Select the Action icon or double-click the priority.
Save the changes.
Provide The Change Reason if prompted to do so.
Removing a CMDB Selection Priority
You do not have to include all of these options in your priority list.
You should only remove a field from the list if you are sure you do not want ASM Core to search against that field when looking for an agreement.
To remove an added selection priority, select it in the right-hand browse table. Select or double-click.
Use the Reorder icons to specify the order in which you want the criteria to be evaluated when ASM Core searches for a matching agreement to apply.
Save the changes.
Provide the Change Reasons if prompted to do so.
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