Overview Manual CMDBuild READY2USE
Contents
1. AMO 1 Choose type H AMO7 e X ransfer between users 2 E O E D AMO8 Transfer between warehouses AMO9 Move user AM10 Disposal Below a sample of a form regarding the process advancement step Compilation of the details about those assets received by the supplier CMDBuild READY2USE The already preconfigured version of CMDBuild Page 28 Overview Manual 8 The Asset Management Workflow Sy CMDBuild READY2USE Navigation I J Employes HAI employees E Internal employees Externa empbyees Organizationa units J Locations Ei C Suppliers C Network A workplaces a C infrastructures a C Software J Telephony a J Service desk a Service catalogue 3S Assets lifecycle _ E Expirng warranty S C Self service portal Class List Processes Views Dashboard Report Utility www c mrdbuild org 4 List Asset management Start Asset management Open Activity Name AMOS Move user AMOS Withdrawal User admin Logout Group SuperUser Administration m oduk AMO 2d Good receipt check ass AMO 2c Good receipt delivered a i4 4 Page 1 ofi Activity Note Relations PP X WI History vw Descrpton Num ber AM0000 14 MoveUser 02 06 20 AM000014 AM0000 15 Withdrawal 02 06 2 AM000015 AM0000 16 GoodReceipt 02 06 AM000016 AM0000 18 GoodReceipt 06 06 AM000018 ee P X Searc2. Overview Manual i June 2015 Author Tecnoteca srl www tecnoteca com GA le Ye www cmdbuild org Overview Manual No part of this document may be reproduced in whole or in part without the express written permission of Tecnoteca s r l CMDBuild uses many great technologies from the open source community PostgreSQL Apache Tomcat Eclipse Ext JS JasperReports IReport Enhydra Shark TWE OCS Inventory Liferay Alfresco GeoServer OpenLayers Prefuse Quartz BiMserver We are thankful for the great contributions that led to the creation of these products CMDBuild READY2USE is a version of CMDBuild It is already configured and ready to be used in the production environment all its features are available if you subscribe the maintenance service with Tecnoteca TECINOTECA CMDBuild is a product of Tecnoteca S r l Tecnoteca is responsible of software design and developmeni it s the official maintainer and has registered the CMDBuild logo CMDBuild is released under AGPL open source license http www gnu org licenses agpl 3 0 html CMDBuild is a registered trademark of Tecnoteca Srl Everytime the CMDBuild logo is used the official maintainer Tecnoteca srl must be mentioned in addition there must be a link to the official website http www cmdbuild org CMDBuild logo cannot be modified color proportion shape font in any way and cann
3. CMDBuild READY2USE is the result of the experience of several installations realized all over the world it implements every functionality necessary for medium and large organisations it manages the configuration of hardware and software items client and infrastructure area items physical servers and virtual ones services and dependencies it includes a self service interface to access the service catalogue report malfunctions and send new requests it implements the Incident Management Request FulFillment Change Management Asset Management workflows it includes sync connectors with Active Directory staff OCS Inventory automatic client discovery and VMware VCenter virtual host data it provides a mobile interface that allows you to operate direct on the field CMDBuild READY2USE is a CMDBuild configuration the open source framework realized and maintained by Tecnoteca Thanks to this choice CMDBuild READY2USE is both a standard ready to use product and a solution that can be further customized through proper mechanisms They allow you to work on every single element of the system data model workflows reports dashboards connectors etc By subscribing the maintenance service with Tecnoteca to use CMDBuild READY2USE you will have the right to CMDBuild READY2USE The already preconfigured version of CMDBuild Page 4 Overview Manual 1 About CMDBuild READY2USE get the Maintaner s support to install activa
4. the helpdesk employees which will be able to accept a request received through the portal or register new requests received from different channel forward it to the specialists or take it in charge carry it out and close it various groups enabled to approve a service request according to the typology various groups of specialists qualified to manage different requests The process includes the following main features opening of new requests using the standard self service portal included in CMDBuild READY2USE The requests will be based on a service catalogue opening of an Incident Management or Change Management workflow when the request cannot be categorized as a service information request possibility for a peculiar operator parametrically defined for each type of request to approve the service requests using a specific self service portal function service request classification by category and automatic forwarding to the correct group specialist operators service request execution through one or more pre defined workorders The workorders are peculiar for each request type using a specific archive notifications via email through predefined templates CMDBuild READY2USE The already preconfigured version of CMDBuild Page 19 Overview Manual 6 The Request Fulfillment workflow e filing sent emails e possibility of consulting the previous requests of the same user e calculation of working hours e automati
5. Email notifications gt Knowledge Base gt My profile gt My items services gt Useful links You are now logged into the IT Self Service Portal Please select an option from the menu If you have any problems using this support system please email support myfirm com The ICT Helpdesk is open from 8 30 am to 18 30 pm Monday to Friday wwaxcmdbuild org Copyright Tecnoteca srl IT Self Service Portal My profile Code Description Number Last name First name E mail Phone State Type End of contract Organizational unit a anderson Anderson Aaron 1E0211 Anderson Aaron a anderson example com Active Quality Assurance Report an error Subject Message ft Goto v admin admin sign Out we Abate Povered By Liferay CMDBuild READY2USE The already preconfigured version of CMDBuild Page 40 Overview Manual 13 The Mobile Interface 13 The Mobile Interface A lot of operations executed during the management of the asset lifecycle occurs in the field delivery withdrawal of computers and devices inventory etc It would be useful to keep track of them as they are performed in order to avoid delays and oversights CMDBuild READY2USE includes an app for smartphones and tablets it implements the main features of the desktop interface such as navigation menu management of data cards with relations and attachments researches and filters management of workf
6. J Software B Telephony BG Service desk Incident m anagem ent TEM Open processes WM Average dosing tme ilh IM Dashboard __ HBRequest flfiment doh Change management E Enowledge base O Classification configs E L Service catalogue WWW c md build org lai Activity k r User admin Logout Group S List Request fulfilment Start Request fulfilment Open Activity Name Creation timestamp Number Process sta Short description Classific Classific Approval RFooooo 7 RFoooo10 RFOOOO11 RF000016 RFoooo1 UH RFOS 1 Execut RF03 Hebdesk RF03 Hebdesk RFO3 Hepdek 03 05 2015 17 3 RF07 3 Accept 03 05 2015 18 SWHelpdesk RF07 3 Acceptance SWHelpdesk RF08 2 Execution of1 gt dI U Relations 15 04 2015 18 16 04 2015 17 16 04 2015 17 Page 1 Pix U4 i Note History Attachments E mail a a Fh PEL Expected time h 0 5 Previous execution time 0 Execution time 1 Execution notes BZU Font Size HEZE New email account created a SSS _ Request Workorder2 Info amp Support Please reset my How can I chan How I wil install Ined the anti Actvate anew i Open Source Configuration and Management Catabase Requeste Category Subcatego Priority Gray Ju Networ Networ Medium Anders Anders Anders Ha Search filter Requester Upload attachm ents View timetable uopnagsu
7. die T Workplaces inventory Dashboard Item monitor A Assets by avatabiity Ek Assets by type IMEL PhysicalServer NetworkDevice Monitor Desktop Rack a NetworkBox Printer Storage 4 www c mdbuild org d 4 M Owned MI Notreported 1 1 1 0 9 0 8 0 7 0 6 0 5 0 4 User admin Logout Group SuperUser Administration module Open Source Configuration and Management Database M Disused Notreported Available M In use 2 X Assets bystatus da amp X Assets byage E D amp x m Info amp Support Copyright Tecnoteca srl CMDBuild READY2USE The already preconfigured version of CMDBuild Page 33 Overview Manual 10 Reports and dashboards The following reports and dashboards are available to control the execution time of Service Desk processes e open Incident and Request reports e report for the average time of the Incident and Request closure e Incident and Request dashboard per status category year and month e dashboard for the average time of the Incident and Request closure per month Below some examples of layout a Z CMDBuildReaDy2use User admin Logout ps a Group SuperUser Administration m odule ETES abase Navigation Report IM Open processes 3A Employees sjpor Zjoot jar csv pe c3 All em ployees Internal employees Pagina 1 dil Zoomautomat
8. 201502 2015 05 M Open processes ri M Average dosing tme month 04 Number of workflows Month I change management Knowledge base O Classification configs www c mdbuild org Info amp Support Copyright Tecnoteca srl CMDBuild READY2USE The already preconfigured version of CMDBuild Page 35 Overview Manual 11 Sync connectors through other systems 11 Sync connectors through other systems The manual management of the information treated in the CMDB can cause delays or imprecisions when updating data In order to overcome this problem you can activate if possible automatic connectors which contact external system notice any misalignment between the two data sources notify such situations to the operators and update the approved changes CMDBuild READY2USE includes three connectors which interact with Active Directory staff OCS Inventory physical computers VMware VCenter virtual servers The aim of the connectors with Active Directory is as follows the automatic sync of the CMDBuild employees registry with the data available in the Active Directory repository the supplying of a change report used to verify the correctness of the update Report check AA 0 Discovery 5 E _ 3 es n Advanced De pa Change Employees Connector a Confirm Manager Modify The aim of the connector with OCS Inventory software for automatic discovery released with open
9. group Incidents where you appear as preferential executor etc e documents attachment start of any Change Management workflow in case the request is not configured as Incident but as Change e request details and request list e dashboards with the amount of requests per period process status category Here is the logic schema of the workflow Request Change Incident Management Fulfillment Management User start from self service portal Horizontal aa Helpdesk Vertical 4 escalation Specialist start Horizontal escalation E E Specialist groups internal esternal Closing Change Management IM03 a IM04 E IM08 Classification A ci Closure ae IM15 Closure Helpdesk closure Below is the form that triggers the process from the Self Service Portal and a sample of a following form about the process advancement Qualification Helpdesk step CMDBuild READY2USE The already preconfigured version of CMDBuild Page 14 Overview Manual 5 The Incident Management Workflow QaAdd Manage M Edit Controls ft Goto v admin admin sign Out TECNOTECA IT Self Service Portal o Navigation Submit an incident gt Mome Requester Anderson Aaron E Short description gt Ask a question gt Submit an incident gt Submit a service request Mesi oi vat Extended description gt Pending approvals gt Email notifications
10. gt Knowledge Base gt My profile gt My items services gt Useful links You are now logged into the IT Self Service Portal Please select an option from the menu If you have any problems using this support system please email support myfirm com The ICT Helpdesk is open from 8 30 am to 18 30 pm Monday to Friday yvwaucmd build org Copyright Tecnoteca srl Powered By Liferay CMDBuild READY2USE The already preconfigured version of CMDBuild Page 15 Overview Manual 5 The Incident Management Workflow CMDBuild READY2USE The already preconfigured version of CMDBuild Page 16 Overview Manual 5 The Incident Management Workflow CMDBuild READY2USE The already preconfigured version of CMDBuild Page 17 Overview Manual 5 The Incident Management Workflow CISL rr Source Configuration and S CMDBuildreapy2use vy ain ig pe a er LA Navigation a Em ployees PE Al employees E Internal em ployees External employees E Organizationa units S Locations S L Suppliers S C Network C workplaces O Infrastructures O Software 8 C Telephony AI Service desk 485 Incident management Activity Name Process status Short descrption M08 Hebdesk closure Ican not access M13 Specialist executi j My printer 6 not M03 Helpdesk dassific j Ineed to chang Category Hardvare cient v x 9 M Average dosing tme lly M Da
11. requests of materials and order issue goods income and test assets assignment and loan to users transfer among users or seats or warehouses dismissal and scrapping Acceptance Assignment maj Go m go Warehouse Withdrawal Good receipt Disposal Supplier Warehouseman Refusal Only one group of users is involved in this workflow It deals with the activities of asset handling The Asset Management workflow manages e goods entry e asset reception after a possible trial asset assignment to a user e asset withdrawal e asset replacement e asset transfer among users e asset transfer in case the user changes seat e asset transfer from a warehouse to another e asset scrapping ORDER ORDER PLACEMENT DELIVERY TRANSFER USER SEAT PURCHASE REQUEST PLACEMENT ASSIGNMENT TRANSFER BETWEEN USERS LI SCRAPPING a DISPOSAL o gt SCRAPPED S S TRANSFER BETWEEN WAREHOUSE lt lt WAREHOUSES CMDBuild READY2USE The already preconfigured version of CMDBuild Page 27 Overview Manual 8 The Asset Management Workflow Here s the logic schema of the process Asset Management AM02a AM02b1 AM02b2 Good receipt Good receipt Good receipt order header order rows e confirm AM03 Acceptance AM02c Good receipt delivered assets AM04 Assignment A AM02d Next order row Good receipt AMO5 check assets data Withdrawal AMO6 Replacement
12. workplaces Di bre I Y J infrastructures Page 1 ofi P x GB Search flte P Print 1 40f4 J Software Activity Note Relations History E mail Attachments 4 C Telephony n i 20 eun SS X TE SuperUser AM02c Good recept ddivered assets a a ro ag H Z DI Message Cick on t delvered assets cirio B Assets yc 3 na n maeneene Add attachment a 53 Asset m Number AM000018 a Expiring warranty Creation timestamp 06 06 2015 16 17 42 5 1 Edit delivered assets x Addrow Import from CSV Code Description Supplier Order Waranty e Delivery Da Seiad Number Availability Brand Model State E 496325 59 MyPC01 Eiva EL Eiva 20 06 06 2 RT34567 Owned HP Pavilon 500 Available P i i 496 325 62 MYPC02 Eiva EI Eiva20 06 06 2 sw 45678 Owned HP Pavilon 500 Available P i Proce Views Dashb _ si 4 TT Repor Utility Close www c mdbuild org Info amp Support Copyright Tecnoteca srl CMDBuild READY2USE The already preconfigured version of CMDBuild Page 29 Overview Manual 9 Management of Wirings and IP Addresses 9 Management of Wirings and IP Addresses The mechanism of CMDBuild workflows can also be used to configure certain wizards that guide the operator by carrying out certain recurring activities CMDBuild READY2USE includes two wizards for the management of network wirings and IP addresses Only the group of users among the network specialists i
13. 4 Analysis CM000001 Andysis The sales depart Anderso Application Applicati Low SuperUser CM02 Classification CM000002 Classifica Instalanewrack Gray Jude SuperUser Organizationd units i CM02 Classification CM000003 Classifica Instal theupdat Smith Tom SuperUser 8 J Locations Es Suppliers 8 C Network Fan iena 1 ofi1 gt dia 2 Ad ff Search filter GP Print z 1 30f3 B C Software Activity J Telephony 2 EI service desk PAIR AI Ln St 29 Incident management 4 M Open processes M Average dosing time Channel Mail ils IM Dashboard Short description Activate a new virtual server for the Affresco DMS 29s Request fulfilment ills RF Dashboard gt Wi Requester Spencer Adam v xp v x uorpruysuy N Pdo h Ww SD 5 Fi b IK mM Il i M di Classification configs Extended description Font Size Caslst a A lt 2 orm Processes Views Dashboard Report Utility Save Advance Cancel www c mdbuild org Info amp Support Copyright Tecnoteca srl CMDBuild READY2USE The already preconfigured version of CMDBuild Page 26 Overview Manual 8 The Asset Management Workflow 8 The Asset Management Workflow The Asset Management workflow leads the operators during the registration of the configuration items and their lifecycle management It manages the
14. S infrastructures a Software a Telephony H L Service desk a Class List Processes Views Dashboard Report Date 06 18 2015 Page 1 of4 Utility __www c mdbuild org Info amp Sup port _ Copyright Tecnoteca srl n CMDBuifdrEADY2USE User admin Logout VARA w Group SuperUser Adminstration module ii cos Navigation Report Racks usage J SJ Employees i PoF 4jopt jar csv X Download E All em ployees Internal employees Pagina Externd empb yees E Organizational units R Q A ack usage report als ADI Locations w CMDBuild Buidings Floors Rooms i Locations with assets a C Suppliers a C Network 3 C Workplaces 39 infrastructures E All servers Physical servers E Virtual servers u Front part Rear pert Clusters Network devices E Storages 21 E Racks 2 Tj Radksusage _____ f ms z Class List Processes Views x Dashboard l x Report o Utility www crrd build org Info amp Support Copyright Tecnoteca srl CMDBuild READY2USE The already preconfigured version of CMDBuild Page 32 Overview Manual 10 Reports and dashboards SS CMDBuild READY2USE Navigation SD Em ployees c3 All em ploy ees Internal employees Externa empb yees Organizational units ADI Locations Buildings l Floors E Rooms _ EjLocations with assets BO su ppliers a C Network 89 Workplaces J infrastructures a C
15. Software 89 Tekphony O Service desk dI Service catalogue N Assets lifecycle B I Self service portal Class List Processes Views Dashboard Report Utility www crmdbuild org Report Locations with assets PDF jont RTF Bat CSV Pagina Floor F01 Room R01 laptop extermel O2 56843 laptop extamal 01 56543 ADOISON_LEE_01_12345 pe sanderson 729232 09 Room R03 pe coolding 729232 06 prt sanderson 829232 11 prt ccolding 828232 14 Room R01 User admin Logout Group SuperUser Adminstration module Mobile Mobic Montor Notebook Notebook Printer Printer ADOISON_LEE_01_12898 Monitor ADOISON_LEE_01_12355 Room R02 Dato 05 10 2015 Monitor Zoom automatico Configuration Items details Info amp Support in use in use in use In use ey CMDBuild Availability Open Source Configuration and Management Database g Download O pyright Tecnoteca srl Sp CMDBuild READY2USE Navigaton 3S Em ployees pS All em ployees E Internal employees Externd employees Organizationa units J Locations a Purchases a J Networks 3 Workplaces d All computers Desktops __ Notebooks Mobies Client software H I Perpherds MTBF jy Ttem montor E C Infrastructures a C Software J Telephony J Service desk on Class List Processes Views Dashboard Report Utility
16. aedo 4 Copyright Tecnotec a srl CMDBuild READY2USE The already preconfigured version of CMDBuild Page 24 Overview Manual 7 The Change Management Workflow 7 The Change Management Workflow The Change Management workflow manages the change requests of IT configuration that cannot be solved with standard procedures The workflow can be started by IT technicians or generated by processes of Incident Management and Request Fulfillment Each request is approved by the Change Manager and is then solved by specialists with one or more analysis implementation and test activities executed and described through workorders Analysis GE 1 4 Approval Execution Change z IT Specialist Manager IT Specialist CMDB Refusal The following groups of users are involved in the workflow the helpdesk staff which can ask for the manual opening of a Change in case the users need it besides the automatic opening of the Change through the standard flow of an Incident Management or Request Fulfillment process various groups of specialists which are competent in the management of different Changes can open and execute the classification of a Change and carry it out with one or more implementation and test activities executed and described through parallel workorders one or more technicians Change Manager enabled to approve the start analysis and closure of Change processes The process includes the following main feat
17. ase use of the user interface of the framework Administrator Manual use of the administration module and configuration Technical Manual installation and technical management of the framework Workflow Manual configuration of the workflow system Webservice Manual interoperability with other systems Connectors Manual data sync with external systems i CMDBulld On the other side the preconfigured application features are fully specialized They implement those features that are usually required for the IT Governance management in ITIL compliant modality The following pages describe such features with also some exemplifying schemes By subscribing the annual maintenance service with Tecnoteca you will have right to get some more detailed documents and other support services with granted SLA CMDBuild READY2USE The already preconfigured version of CMDBuild Page 6 Overview Manual 3 Application functionalities 3 Application functionalities CMDBuild READY2USE includes the following already configured elements preconfigured data cards for every kind of necessary entities in a IT Governance system Configuration Item Suppliers and Orders Locations Staff and Offices etc for relation charts and data logging charts Incident Management workflow starting from the self service portal Subscription required and carried out by any escalation between expert groups or non IT staff by means of the mobile inte
18. c update of the register user date activity name outcome notes spent time for each workflow step e filter definition to quick access pre defined views Requests assigned to my group Requests where am the suggested operator for etc e documents attachment e request details and request list e dashboards with the amount of requests per period process status category Here is the logic schema of the workflow Change Incident Management Management Request Fulfillment a Horizontal te Information request Helpdesk rca uest to rca Cr Standard Std request request approval Closure from helpdesk Approver Information request vera RFO8 Vi vera Workorder Vi cce ptance n ution closure g z R w RF10 i Ma al _ Classification nformation A Horizontal request escalation DI i e Me ui Below is the form that triggers the process from the Self Service Portal and a sample of a following form about the process advancement step Specialist workorder execution CMDBuild READY2USE The already preconfigured version of CMDBuild Page 20 Overview Manual 6 The Request Fulfillment workflow De ft Goto v Serena Marlow Sign Out TECNOTECA IT Self Service Portal SF CMDBuild e s _ Navigation Submit a service request gt Home Browse the service catalog MES Service Categories Services Email gt Ask a question Accounts an
19. d Access carie eman gt Submit an incident Client Services gt Submit a service request 4 Network Services Email gt My requests lai Server Services gt Pending approvals gt Email notifications RT Details Email anti spam gt My profile Name Email anti spam gt My items services Extended description Additional antispam filters to limit junk and fishing email reception gt Useful links Category Email Recipients 3 Availability You are now logged into the IT Self Service Portal Additional SLA Please select an option from the menu If you have any problems using doro Pi ul ll this support system please email support myfirm com The ICT Helpdesk is open from 8 30 Submit the request am to 18 30 pm Monday to Friday www cmdbuild org Copyright Tecnoteca srl Powered By Liferay CMDBuild READY2USE The already preconfigured version of CMDBuild Page 21 Overview Manual 6 The Request Fulfillment workflow CMDBuild READY2USE The already preconfigured version of CMDBuild Page 22 Overview Manual 6 The Request Fulfillment workflow CMDBuild READY2USE The already preconfigured version of CMDBuild Page 23 Overview Manual 6 The Request Fulfillment workflow Sap CMDBuildreapy2use Navigation SS Employees ES Al employees Internal employees Externa employees E Organizationa units C Locations J Suppliers dA Network 6 C Workplaces infrastructures
20. e portal allows to point out malfunctionings which will then start in CMDBuild the Incident Management workflow and follow the resolution procedure ask for technical information consult the service catalogue and ask for a standard service which will then start in CMDBuild the Request Fulfillment workflow consult your records and point out any incongruities consult the list of the assigned equipment and of the subscribed services and point out any incongruities consult a FAQ file in order to solve autonomously certain kinds of needs consult IT news and useful links Bese Bef Self service Service Incident User Cl s amp portal Catalogue description Services list DL FAQ amp News In the implementation suggested by CMDBuild READY2USE the Self Service pages are integrated in the open source portal Liferay Below some examples of layout CMDBuild READY2USE The already preconfigured version of CMDBuild Page 38 Overview Manual 12 The Self Service Portal QAddYy s Managev Edit Controls fe GotoY admin admin sign Out TECINOTECA IT Self Service Portal gn e _ Navigation Quick start gt H Do you need some information to Experiencing technical problems or Have any request or missing any use IT services have an issue to report functionality gt IT News a ente Ask a question Submit an incident Request a service gt Ask a question gt Submit an incident gt Submit a serv
21. ervices business services Networks VLAN VPN Network interface IP interval time Support entities Below is a detail of the Configuration Item hierarchy CMDBuild READY2USE The already preconfigured version of CMDBuild Page 9 Overview Manual 4 Data model Desktop conute im Client Peripheral Workplaces Monitor Printer etc Physical Server Server Virtual Server Hardware Infrastructure Storage Rack Network Device etc Telephone Exchange Desktop device Configuration Mobile device SIM item Client Cent software infrastructural Software Database Application Component ecc Software instance Server Software Software license Technical Service Business Service The Services area i e the last subclass of the Configuration Item hierarchy allows you to define IT services provided by users together with the request and support modalities the availability the SLAs the technical and business reference points Each service is associated to one or more kind of request started by the self service Portal and managed through the Request Fulfillment workflow ONLINE CATALOGUE For all data cards of every data model the system allows you to edit the cards describing each element link them attach documents carry out simple or complex searches save them consult the history georefer them on 2D maps or 3D models The above mentioned macro areas can be easily
22. h flte P E mail Message Cick on amp t delvered assets Number AM000018 Creation timestamp 06 06 2015 16 17 42 Current order row Computer HP Pavilion Current order row CMDB class Current order row brand HP Current order row model i Desktop _ Pav on 500 Save Advance Info amp Support Attachments Type Move user Withdrawal Good receipt Good receipt SupeUser AMO2c Good recept delivered assets Cancel Open Source Configuration and Management Database O Process status Execution Execution Execution Execution 1 4of4 o D Q a Edit delivered assets z Add attachment a 2 A S Copyright Tecnoteca srl Si lt lt CMDBuild x User admin Logout Open Source Configuration and So READY2USE cai w Group SuperUser Administration m oduk Ea Navigation List Asset management ow NC 3 SJ Employees Start Asset management Open v 14 All a epaye Activity Name Descrption Num ber Type Process status Internal em ployees Scand kere AMOS Move user AM0000 14 MoveUser 02 06 20 AM000014 Move user Execution Drgstetioiinia AMOS Withdrawa AM0000 15 Withdrawal 02 06 2 AM000015 Withdrawal Execution ao a AMO 2d Good receipt check ass AM000016 GoodReceipt 02 06 AM000016 Good receipt Execution i AMO 2c Good receipt delivered a AM000018 GoodReceipt 06 06 AM000018 Good receipt Execution 8 C Suppliers a J Network 3 CI
23. ice request R 4 ii Last news Recent requests gt My requests gt Pending approvals 2015 05 19700 00 00 gt Email notifications Annual workshop of the European IT 2015 05 13T17 14 51 IM000002 1M000002 Problems whit network Classification network gt Knowledge Base In the morning open meeting to all 2015 05 13T17 30 51 IM000003 1M000003 My printer is not working Classification gt M fil stakeholders In the afternoon TETE conferences only dedicated to gt My items services 2015 05 07T00 00 00 gt Useful links Company closed 3 9 June 2015 The company will be closed from 18 00 Gu ei i into the IT on os 3 June 2015 and will Galt Ceeuicn Portal re open at 08 30 on Tuesday Please select an option from the menu 2015 05 06T00 00 00 If you have any problems using New Executive Director takes up this support system please office on 6 May 2015 email support myfirm com f The ICT Helpdesk is open from 8 30 wha Fpp nba a i e am to 18 30 pm Monday to Friday Executive Director of the Company today 6 May 2015 Dott Doe www cmdbuild org Copyright Tecnoteca srl Povered By Liferay CMDBuild READY2USE The already preconfigured version of CMDBuild Page 39 Overview Manual 12 The Self Service Portal QAdd Manage Y Edit Controls TECNOTECA Navigation gt Home gt IT News gt Ask a question gt Submit an incident gt Submit a service request gt My requests gt Pending approvals gt
24. ico Externa empb yees E Organizationd units Locations i R a r 0 Purchases Incident management CMDBuild di p Networks A Active incident processes wW READY2USE 8 C workplaces j a diante Request name Requester Area Category Creation date Exp closure date Hours open astructures a J Telephony al 3 Service desk IM000001 La stampante non Anderson Aaron Hardware Hardware client 2015 06 18 Not avadable 20 Short dosoription La stampante non funziona 292 Incident m anagem ent 4 ___TE M Open processes IM Average closing tme ilh IM Dashboard 293 Request fulfilment a RF Open processes RF Average closing time ills RF Dashboard I E POTERE LT PARETE Ii gt Class List Processes Views Dashboard Report Utility Printed in date 18 08 2015 6 56 PM Page 1 of 1 4 4 4 www c mdbuild org Info amp Support Copyright Tecnoteca srl CMDBuild READY2USE The already preconfigured version of CMDBuild Page 34 Overview Manual 10 Reports and dashboards Si 27 er Open Source Configuration and Sp CMDBuild READY2USE soma dpi N Management Database Navigation ag Em ployees e All employees Internal em ployees External empl yees year 2015 Organizationa units J Locations 80 Suppliers J Network O Workplaces O infrastructures H C Software A Telephony 3 Service desk 56 Incident m anagem ent 002040608 112141618 2 22 2014 06 2014 08 201410 201412
25. identified in the application menu Navigation Menu on the left CMDBuild READY2USE The already preconfigured version of CMDBuild Page 10 Overview Manual 4 Data model CMDBuild READY2USE The already preconfigured version of CMDBuild Page 11 Overview Manual 4 Data model SEE CMDBuildeeaov2use lug eee Card Detail Notes Relations History E mail Attachments _ Info amp Support Copyright Tecnoteca srl CMDBuild READY2USE The already preconfigured version of CMDBuild Page 12 Overview Manual 5 The Incident Management Workflow 5 The Incident Management Workflow The Incident Management workflow manages the support requests forwarded to users because of IT services malfunctioning The requests are sent by users through the Self Service Portal taken in charge by the helpdesk and if necessary can be forwarded to internal or external experts horizontal and vertical escalation Escalation Helpdesk Solution Solution A Specials The following groups of users are involved in the workflow company employees which will be able to open requests through the self service portal various groups of the helpdesk staff which can accept requests received through the portal or register new requests received from different channels forward them to the specialists or take them in charge carry them out and close them various groups of specialists qualified to satisfy differe
26. low with the main widgets print of reports Furthermore this app allows you to carry out additional features such as taking pictures and file them into the CMDB like attachments and reading barcodes or QR viewing automatically the related data card Smartphone Tablet Below some examples of layout Main Classes Accedi O Asset 2 Username admin a aa O scio 2 Building PC0001 Acer Netbook D250 Gruppo SuperUser PC0003 Hp A6316 14DGuilt Mobile ecncnaca aii Official Maintatne Employee PC0002 intel Pentium P4 PC0004 Sony Vajo F FieldTypes Floor N Invoice te CMDBuild CMDBuild READY2USE The already preconfigured version of CMDBuild Page 41
27. nt requests The process includes the following main features start from the self service portal included in CMDBuild READY2USE classification of requests for category and automatic forward to the correct recipient group notifications via email through predefined templates filing sent emails evaluation of priorities through a proper table based on the urgency and the impact possibility of connecting a request to another pending request suspend it and automatically close it when closing the main request possibility of connecting the request to one or more assets and or one or more services filtered according to the applicant support to operators during the analysis activity when accessing the file containing already known problems and already used solutions Knowledge Base with possible supply of the same file during the closure possibility of consulting the previous Incident signals from the same user calculation of working hours calculation of the time for a process to pass through the various process status and any CMDBuild READY2USE The already preconfigured version of CMDBuild Page 13 Overview Manual 5 The Incident Management Workflow dispatch of notifications solicits in case the expected SLA are disregarded e automatic update of the register user date activity name outcome notes spent time for each workflow step e definition of filters for the rapid access to predefined views Incidents from your
28. ot be integrated into other logos cannot be used as a corporate logo nor the company that uses it may appear as author owner maintainer of the project cannot be removed from the application and in particular from the header at the top of each page The official website is http www cmdbuild org CMDBuild READY2USE The already preconfigured version of CMDBuild Page 2 Overview Manual Contents i ADOUFCMDBUIdTREADBYZ2USE ii ear 4 2 Configuration on CMDBuUIld i 6 APPICANONIUNCHONAlM Scolari ai T 4 Te MOG Cl a aE E I E E sous 9 5 The Incident Management Workfl0W 13 6 The Request Fulfillment workflOW i 19 7 The Change Management Workfl0W i 25 8 The Asset Management WorkfloW 21 9 Management of Wirings and IP Addresses ii 30 10 Reports and CaS OAC sirene 31 11 Sync connectors through Other SystemS 36 12 The Self Service PON iii ues 38 13 The NODI MehHaCe zsarno anna 41 CMDBuild READY2USE The already preconfigured version of CMDBuild Page 3 Overview Manual 1 About CMDBuild READY2USE 1 About CMDBuild READY2USE POWER BY a CMDBuild 2 CMDBuild CMDBuild READY2USE is a preconfigured solution 2 WW READY2US to support the management of IT assets 5 CMDBuild 2 O PRE CONFIGURED CMOBuild READY TO BE USED pj rogna
29. rface Request Fulfillment workflow to manage the request of information and services starting from the self service portal subscription required activation of services through workorders based on preconfigured workorders performed even through the mobile interface Change Management workflow with execution of workorders based on preconfigured templates Asset Management workflow with management of all inventory reason codes and management of the lifecycle of assets which can be used also from mobile interface support wizard for wiring management support wizard for the management of IP addresses preconfigured reports asset inventory also at previous date SLA analysis layout of 19 inch racks barcode labels etc preconfigured dashboards SLA analysis analysis of assets according depending on typology seniority etc Configuration ITIL Workflows Items A Service Catalogue Reports amp Dashboards cal y Bae EM Da n n Ee Asset Lifecycle Wiring Management CMDBuild READY2USE The already preconfigured version of CMDBuild Page 7 Overview Manual 3 Application functionalities CMDBuild READY2USE includes the following already configured elements available for those who have a valid annual subscription connector with Active Directory for the synchronisation of the staff connector with OCS Inventory for the synchronisation of computers connector with VMware for the synchronisation of
30. s involved in the workflow The workflow for the support of wiring management drives the operators in the registration of those operations implying interventions on the connections of network wires The operations provided in the workflow managing wirings include creation of a new wiring z td removing an existing wiring modification of an existing wiring EH i The support workflow for the management of IP addresses helps the operators register the configuration operations of physical and virtual interfaces The operations managed in the workflow include selection of device visualisation of the situation of the IP addresses on that device update of the situation of the IP addresses of that device 69 72 169 241 19 1b0 I CMDBuild READY2USE The already preconfigured version of CMDBuild Page 30 Overview Manual 10 Reports and dashboards 10 Reports and dashboards The most commonly needed reports are already configured in CMDBuild READY2USE They are useful to view the Configuration Items and the related processes There are also available dashboards for the analysis of the Configuration Items condition and for the analysis of the duration of the Service Desk process ollie Report Dashboard The following reports and dashboards are available for the control of the Configuration Item condition inventory report also at previous dates location reports MTBF reports rack layout reports a
31. shboard Subcategory Hardware cient Broken printer 5 Request fulfilment Urgency Low vx 56 Change management 2 E knowledge base Impact Low Iv 4 E Classification configs Classification notes B Z U FontSize 5 C Service catalogue 2 Non bbcking issue 1 www c mdbuild org Info amp Support Copyright Tecnoteca srl CMDBuild READY2USE The already preconfigured version of CMDBuild Page 18 Overview Manual 6 The Request Fulfillment workflow 6 The Request Fulfillment workflow The Request Fulfillment workflow manages the requests forwarded by users in order to ask for standard services from the Catalogue and technical information The requests are sent by users through the Self Service Portal and are taken in charge by the helpdesk which can ask for its approval to an expert Standard services are then resolved through one or more workorders which can be configured and diversified according to the kind of service The requests of non standard services are managed through the Change Management workflow Request Check Approval e am cc du Approver dia sr RP Toca lt lt Answer Execution Specialist The following groups of users are involved in the workflow company employees that will be able to open requests through the self service area based on the GUI Framework interface and configured as an intranet portal
32. source license is as follows automatic sync of the computer file registered in CMDBuild with data available in the OCS Inventory database automatic sync of the CMDBuild file containing the instances of the controlled software where you want to verify the licenses with the data available in the OCS Inventory database and filtered through a custom white list the supplying of a changes report used to verify the correctness of the update Report check gt ons rl Discovery a J yas yue F a Ta DE on M a Advanced DI CMDB Change Physical Hosts Connector Confirm Manager Modify CMDBuild READY2USE The already preconfigured version of CMDBuild Page 36 Overview Manual 11 Sync connectors through other systems The primary goal of the connector with VCenter software for the control of the VMware virtualization system are the automatic sync of the virtual server file registered in CMDBuild with the data available from VCenter the supplying of a change report used to verify the correctness of the update Report check Advanced Connector Confirm Modify Virtual hosts CMDBuild READY2USE The already preconfigured version of CMDBuild Page 37 Overview Manual 12 The Self Service Portal 12 The Self Service Portal CMDBuild READY2USE includes a Self Service portal it allows non technical users to interact with the management system of the IT infrastructure In particular th
33. sset dashboard per status typology kind of availability duration barcode labels Below some examples of layout Further reports and dashboards can be designed by every single user by using standard mechanisms implemented in CMDBuild CMDBuild READY2USE The already preconfigured version of CMDBuild Page 31 Overview Manual 10 Reports and dashboards gt 7 pe ti i Open Source Configuration and S e CMDBuildrREADY2USE User admin Logout ca pre wW Group SuperUser Administration m odule D cae Navigation Report Workplaces inventory 3 DI Employees mpor opt jr csv 3 Download 5 All em ployees E Internal em ployees a Pagina 1 did Zoomautomatico Externa empb yess _ Organizationa units es i Workplaces inventory details e i _ Locations 4 id CMDBuild Situation as at 1808 2015 W PEA DY2USE 8 C Purchases Networks Asset type Desktop eee _ Coe Description Moos A valtaninity Lino 99 Workplaces Assignee Sultcing Floor Dispoeai date Delivery aste suppiior Warranty end date p3 All computers AASEN cdi rc a cempel E pata F po guest 116325 57 830 0138 A 10 5700 Notebooks Weoows E Mobies 729222 po aspencer 729232 10 PC Desktop HP 110 110 4200 Client software VISA 4 C Perpherds x gt 729232 11 po tamen 725232 11 200 013 A10 5700 T MTBF oman Tom Workplaces inventory _ cla Item m onitor po cociaing 729233 12 00 018E A10 5700 caang Cotrad Aon Centa
34. te change standard configurations and to get assistance in the production environment with granted SLA get the connectors with Active Directory OCS Inventory and VMware based on the framework CMDBuild Advanced Connector have the self service portal for a more efficient cooperation with the non IT staff based on the CMDBuild GUI Framework have the mobile interface for a more efficient management of the activities on the field If you want to test or use the product without our support you can download its basic features from SourceForge and activate them on a normal CMDBuild instance Certified CMDBuild READY2USE The already preconfigured version of CMDBuild Page 5 Overview Manual 2 Configuration on CMDBuild 2 Configuration on CMDBuild As previously mentioned the application CMDBuild READY2USE is configured on CMDBuild the open source framework that manages assets which has been also designed and realized by Tecnoteca its current maintainer So the conditions of use of CMDBuild READY2USE are like the ones of CMDBuild both for the base functions of the user web interface and the configuration conditions of the data model workflows reports and connectors with external applications For the general conditions of use please refer to the following CMDBuild manual it can be downloaded from the CMDBuild website www cmdbuild org Overview Manual general description of the base framework User Manual b
35. ures automatic start from an Incident Management or Change Management workflow approval by a responsible competent group parametrically defined for each type of Change service request classification by category and automatic forwarding to the correct group specialist operators service request execution through one or more pre defined workorders The workorders are peculiar for each request type using a specific archive email notifications using pre defined templates see paragraph 9 5 filing sent emails automatic recording of the register user date activity name notes for each workflow step documents attachment CMDBuild READY2USE The already preconfigured version of CMDBuild Page 25 Overview Manual 7 The Change Management Workflow Here is the logic schema of the workflow Incident Request Change Management E Helpdesk CHO7 Execution Suspension Specialist groups rel Closure approval Approval groups approval Below is the form that triggers the process advancement step Opening by specialists of 22 CMDBuildreapy2use User admin Logout Open Source Configuration and v Group SuperUser Administration m odule Aar Navigation List Change management BIO 3 DI Employees Start Change management Open v AI zes Z Activity Name Num ber Process stat Shortdescrption Requester Category Subcategori Priority Current user CurrentRole Internal employees F ar cai CM0
36. virtual servers mobile interface in order to work direct on the field self service portal for final users IT news requests of information incident communications requests for services control of open requests approval of requests from third party FAQ your personal data your equipment services useful links Self Service Portal Mobile interface Active ocs Inventory VMware VCenter Connectors CMDBuild READY2USE The already preconfigured version of CMDBuild Page 8 Overview Manual 4 Data model 4 Data model CMDBuild READY2USE has already configured all required entities for the IT management of a medium large sized organisation The entities are organized in superclasses and subclasses they include all necessary attributes and are linked through different kinds of relations The data model includes the following macro areas Staff Employees external Personnel organisation Units Locations Building Floor Room Purchases Suppliers Supplier s staff Order Purchase order row Configuration Items divided in Client places of work Desktop Notebook Mobile Monitor Printer etc Infrastructures physical Servers virtual Servers Storage Racks Network Equipment etc Telephone Telephone Exchange Landline Mobile Phone SIM Software instances Client and Server Instance such as Infrastructure Software Database Application Component Software licenses Services technical s
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