Hello all
I´m project manager to implementation the OTRS::ITSM. Our first step is defining a CMDB and register it in OTRS::ITSM.
Can someone help us about this? Where we can get information? For exemple: we are testing Configuration Itens and yours relationships, and we are don´t find the logical between status and relationships.
The objective of the CMDB is register a datacenter infrastructure. We have about 100 servers, and the softwares and services around them.
Thanks Carlos
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Carlos Eduardo Goncalves escribió:
Hello all
I´m project manager to implementation the OTRS::ITSM. Our first step is defining a CMDB and register it in OTRS::ITSM.
Can someone help us about this? Where we can get information? For exemple: we are testing Configuration Itens and yours relationships, and we are don´t find the logical between status and relationships.
The objective of the CMDB is register a datacenter infrastructure. We have about 100 servers, and the softwares and services around them.
Carlos,
Since you don't seem to have a "proper" ITIL implementation, you're probably better off thinking of the CMDB as a mere inventory which you can link to other things like tickets and services.
OTRS::ITSM already has class definitions for the CMDB (types of IT assets like computers, networks, et al.) and fields for each of those types. You can edit those "fields" through the OTRS::ITSM Admin, Config. Item, and then select a class. Most likely you'll work with the Computer class. The syntax is straightforward (a Perl data structure)
Once you do that (seriously, do you need any more information than what plain OTRS::ITSM already has?) you can import CIs (assets) in OTRS if you don't have someone who can type them in the system (which is easier if you have complex data in your CIs)
Let us know if you need any more information, Jose
Thank you for your answer.
Actually we are looking to implement ITIL. Therefore, the CMDB will be connected to tickets and services. This is the problem. The functionality of ITSM to implement Configuration Management with Incidents and Changes have little or no documentation.
Do you know where to find more information or support? (for free :-) )
[]
Carlos
2009/4/12 José Miguel Parrella Romero joseparrella@gmail.com
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Carlos Eduardo Goncalves escribió:
Hello all
I´m project manager to implementation the OTRS::ITSM. Our first step is defining a CMDB and register it in OTRS::ITSM.
Can someone help us about this? Where we can get information? For exemple: we are testing Configuration Itens and yours relationships, and we are don´t find the logical between status and relationships.
The objective of the CMDB is register a datacenter infrastructure. We have about 100 servers, and the softwares and services around them.
Carlos,
Since you don't seem to have a "proper" ITIL implementation, you're probably better off thinking of the CMDB as a mere inventory which you can link to other things like tickets and services.
OTRS::ITSM already has class definitions for the CMDB (types of IT assets like computers, networks, et al.) and fields for each of those types. You can edit those "fields" through the OTRS::ITSM Admin, Config. Item, and then select a class. Most likely you'll work with the Computer class. The syntax is straightforward (a Perl data structure)
Once you do that (seriously, do you need any more information than what plain OTRS::ITSM already has?) you can import CIs (assets) in OTRS if you don't have someone who can type them in the system (which is easier if you have complex data in your CIs)
Let us know if you need any more information, Jose -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
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Carlos Eduardo Goncalves escribió:
Thank you for your answer.
Actually we are looking to implement ITIL. Therefore, the CMDB will be connected to tickets and services. This is the problem. The functionality of ITSM to implement Configuration Management with Incidents and Changes have little or no documentation.
Do you know where to find more information or support? (for free :-) )
Carlos,
I've found the OTRS::ITSM 1.3 Documentation quite enough for this: http://doc.otrs.org/itsm/1.3/en/html/
HTH,
- -- José Miguel Parrella Romero (bureado) PGP: 0x005C3B82 Debian Developer Caracas, VE/Quito, EC
participants (2)
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Carlos Eduardo Goncalves -
José Miguel Parrella Romero