Configuration Item (CI) Definitions
CI Introduction
All CI types will follow a similar path for introduction into the CMDB and the Business Service Map if necessary. In general the process is:
- Identify and Review Requirements from Sponsor
- Seek out other stakeholders
- Review Best practices
- Identify processes impacted
- Determine CI Relationships
- Place CI on Service Map (if applicable)
- Socialize CI with Service Map
- Create CI with core attributes commo9n to all CIs
- Identify logical extension attributes that help define the class (Intermdiate Release)
- Identify custom attributes needed by stakeholders and other interested parties/processes (Final Release)
- Create CI lifecycle process
- Ensure data ownership
- Create intial import of data containing minimum attributes
- Validate CI class with Stakeholders
- Validate CI data with CI Owners
CI State Definition
- Planned – Any CI that needs to be introduced to manage change that is not part of an active service. Any Business User may introduce person can introduce
- Active – In use by a business service to delivery value
- Deprecated – In use by a business service but scheduled for end of life.
- Inactive---CIs that are not selectable as the focus of a new or existing change or incident. Data will exist in CI tables, but be flagged as inactive. Data needs to remain long term for reporting basis.
Service Category
Definition
All Business Services and Provider Services are aligned to Categories that also map up to the web site. It is the top level of the Service organization from the customer perspective. A category is a named group of things that have something in common. |
Attributes
Attribute | Definition | Business Use | Data Type | Notes |
Number | Key or index field | uniquely identifies a category |
| Adriene added this field to be consistent with other ci types. Prefix letters are SCC for Service Catalog Category |
Name | Category Name. Categories are used to group similar services and service requests together | The name of the category as viewed in the Service Catalog or Web site |
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Description | The description of the category | The category description is used on the web site and in ESS |
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Active | Determines whether the category is active in the catalog | When the active is true the category is live in the catalog. Values are TRUE or FALSE | Boolean: TRUE or FALSE |
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Lifecycle
Create
Categories are created at the request of the Service Catalog owner.
Update
Categories are updated by ...
Dispose
Categories are marked as "inactive" at the request of the "Service Catalog" owner.
IT Service (Business/Provider)
Definition
Business Service: A service that is directly consumed by the end user that they ask for and recognize. You don't use this service to consume or procure another serivce (as you do with CAS or networking, e.g.). If you provide this service alone to the customer they would be happy to use it on its own. It's discrete enough that you want to measure it; ideally governed by an SLA. Also called an "end to end" business service.
Provider Service: Technical services or components that enable business services. A single Provider Service can support multiple Business Services. To the extent that end users consume them, they are used for the sake of a business service (e.g. CAS and networking exist to enable other services). Ideally managed by an OLA. |
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Attributes
Attribute | Definition | Business Use | Data Type | Notes |
Number | Key or index field | uniquely identifies a business service | alphanumeric |
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Name | Business Service Name | The name of the business service from the customer perspective. This is the name they would see when looking in a service catalog | text |
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Category | Relationship to the service category | Used to build a list of services which are part of a category. Aids in search and navigation for business customers | relationship to Service Catalog Category | CI Type: Service Category |
State | Determines the state of the business service | When the service is active it is visible in the catalog and selectable from any process which allows the selection of the business service. | PLANNED, ACTIVE, DEPRECATED, INACTIVE | I think today the values are just active or inactive. Adriene will work with Service Board to document all states and process triggers |
Assignment Group | The assignment group which primarily supports the service | Used for routing process tickets to team which provides primary support without having to guess | relationship to an assignment group |
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CI Owner | The IT Director accountable for service health and lifecycle | Develops service roadmaps, approves service changes for all CI attributes. Receives notification of Incidents that are classified P1 which affect the service. A Service owner should also sign off on any PIRs for the service | person | derived field - Manager of the Support Assignment Group |
In Service Date | The year the service went into production | Documents the general age of a service | YYYY | Derived as the year the first CHANGE TICKET (go-live) is processed. State changes from planned to Active |
Lifecycle
Create
New Business Services are created through the Service Introduction process
Update
Dispose
Application
Definition
Software that provides Functions that are required by an IT Service. Each Application may be part of more than one IT Service. An Application runs on one or more Servers or Clients. A specific (possibly branded) way to deliver an instance of a service
Attributes
| Attribute | Definition | Business Use | Data Type | Notes | Requestor |
| Number | Key or index field | uniquely identifies a business service | alphanumeric | System | |
| Name | Descriptive application name | The name of the application from the application developers perspective. Aids in text search | text | was Application Name in the Quickbase Application Inventory | Base |
| Description (or Short Description) | A description of the application | Aids in free text search, and provides a general description of the application. Will be used for an application list or app store when describing an application | text | was Brief Description in the Quickbase Application Inventory | Base |
| State | Determines the state of the application | When the application is active it is visible in the catalog and selectable from any process which allows the selection of an active application. For example: Incidents and Changes cannot be applied to INACTIVE applications. Applications begin their lifecycle in Planned state until they have a Change ticket for a go-live event. This should trigger a state change to Active. Active applications can have CSI projects/activities applied to them (Future) | PLANNED, ACTIVE, DEPRECATED, INACTIVE | was Application Status in the Quickbase Application Inventory. Adriene will work with Julio and App owners to develop these processes in detail for the configuration process. | Base |
| Functional Sponsor | The contact in the business who signs off on business function of the application on behalf of all stakeholders | The business owner is accountable for sign-off on business readiness to accept Changes to an application. This person acts as a representative for all business users of an application. The home department of the business owner manages an application portfolio, and this also provides the necessary linkage to the business unit's to facilitate the creation of their application portfolio | person | was Functional Contact in the Quickbase Application Inventory | Base |
| Assignment Group | The assignment group which primarily supports the application as a tier II | Used for routing process tickets to team which provides support without having to guess | relationship to an assignment group | was Related ITS Group - Group Name in the Quickbase Application Inventory | Base |
| CI Owner | Responsible for Change and Incident Management of the CI | The application owner is accountable to sign-off on technical readiness in support of Changes to an application. The application owner is accountable for reviewing Incidents logged against application CI's to determine if patterns exist for problem management. The application owner acts as a business relationship manager and works with the business owner to define application capabilities for optimization. An application owner owns an application portfolio. | person derived from Support assignment group manager | was IT Director in the Quickbase Application Inventory | Base |
| Used By | This field indicates whether the application is used by internal or external users. | The field can be used to show university management the applications used Externally (by non-Yale students or staff) | Values List (Internal, External) | This field indicates whether the application is used by internal or external users. If the application is used by both types the answer must reflect that. The field is multi-select in archer. | eGRC |
| Vendor | This field displays the application′s manufacturer. | This can be used to track dependency on vendors. | Values List | This field displays the application′s manufacturer. | eGRC |
| Application Scope | Max Size 20 Pull-down -University -Divisional -Departmental -Organizational | Archer has several reports linking items to certain risk based on the type or class of application in use. | Max Size 20 Value List Pull-down -University -Divisional -Departmental -Organizational | Select the appropriate application type from the dropdown list. University: Addresses the needs of organization processes and data flow, often in a large distributed environment. Examples include: financial systems and IT Helpdesk, Database management system software, network and security management software, email, time and resource management software. Divisional: Addresses individual needs required to manage and create information for individual projects within divisions or departments. Examples include: Word processors, spreadsheets, blog software, Departmental: Addresses the needs of developing or deploying hardware and software products in use by specific teams within the university. Examples include: computer-aided design (CAD), computer language editing and compiling tools. Organizational: Addresses the needs of smaller groups and would be used for apps made to a specific purpose for a Team or small group of Employees. | eGRC |
| Data Classification | A 3-Lock examples are :Social Security numbers, Veterans Administration data, Credit card / Banking account numbers, Tax Records, Medical Records, Health Insurance data, Grades and course passport numbers ,Yale trade Secrets. B 2-Lock examples are : All other non-public Student or employee information. C 1-Lock examples are: Public to wide audience D None of the above apply | This field is imperative to ensure proper data protection in accordance with its data classification. | Max Size 20 Value List Pull-down A Yes 3-Lock B Yes 2-Lock C Yes 1-Lock D None of the above | A 3-Lock records contain information that: (1) could be misused by a criminal, (2) Yale is contractually obligated to keep confidential or that (3) most people would share only with their family, their doctor, their lawyer, or their accountant. Examples of 3-Lock data include Social Security numbers, credit card numbers, trade secrets, medical records, tax records, grades for assignments and courses passport numbers, Veterans Administration data, and bank account numbers. B 2-Lock records are those that do not contain information in the "3-lock" category but that are not available to the public or a broad University audience. Many student records and University business records would fall into this category C 1-Lock records are available to the public or are issued to a school-wide or University-wide audience. Examples include course catalogues, bulletins, press releases, and student directory information. D None of the above apply NOTE: This data only visible to the CI Owner, CMDB Manager and the EGRC feed | eGRC |
| Client Name | This will be a list of actual departments using the apps. | This will be a list of actual departments using the apps. If it is supplied by ITS cross-referencing is possible as users of Archer create their own Essential function and BIA's in Archer. | From Quickbase App Inventory | eGRC | |
| Recovery Tier | Identify the application′s RTO. The RTO is the time required to recover defined critical services, measured from the time of incident to resumption of operations. | It is critical for ITS to set their best represented estimate for how long the user can expect RTO to be achieved. Users will be able to select their own requested RTO in the Essential Functions process. This can help to advise ITS that the RTO on a particular item maybe more critical than was previously reported. As such investigations into adjustments to RTO's can be made with live user driven requirements. | Value List Tier 0 Tier 1 Tier 2 Tier 3 | Tier = 0 RTO: < 24 hours Tier = 1 RTO: 24 hours Tier = 2 RTO: 24-72 hours Tier =3 RTO: > 72 hours | eGRC |
| Commodity | Valuable for costing Applications. Licensing, server, ROM | Allows service owner to determine the fraction of their portfolio that distinguishes Yale from others in terms of service delivery | Value List Commidity/Differentiator | App Inventory | |
| Hosting | Determines whether application is internal or cloud hosted. If cloud hosted, the type of hosting. SaaS - Software that is owned, delivered and managed remotely by one or more providers. The provider delivers software based on one set of common code and data definitions that is consumed in a one-to-many model by all contracted customers at any time on a pay-for-use basis or as a subscription based on use metrics. PaaS - Cloud platform services, whereby the computing platform (operating system and associated services) is delivered as a service over the Internet by the provider. The PaaS layer offers black-box services with which developers can build applications on top of the compute infrastructure. This might include developer tools that are offered as a service to build services, or data access and database services, or billing services. ASP - An application service provider (ASP) is defined as an enterprise that delivers application functionality and associated services across a network to multiple customers using a rental or usage-based transaction-pricing model. Gartner defines the ASP market as the delivery of standardized application software via a network, though not particularly or exclusively the Internet, through an outsourcing contract predicated on usage-based transaction pricing. The ASP market is composed of a mix of service providers (Web hosting and IT outsourcing), independent software vendors and network/telecommunications providers | Allows for identification of Applications as a Service that the university consumes | Value List: Internal/SaaS/PaaS/ASP | Internal = All Yale Hosted External = One or more Cloud service providers SaaS - Software that is owned, delivered and managed remotely by one or more providers. The provider delivers software based on one set of common code and data definitions that is consumed in a one-to-many model by all contracted customers at any time on a pay-for-use basis or as a subscription based on use metrics. PaaS - Cloud platform services, whereby the computing platform (operating system and associated services) is delivered as a service over the Internet by the provider. The PaaS layer offers black-box services with which developers can build applications on top of the compute infrastructure. This might include developer tools that are offered as a service to build services, or data access and database services, or billing services. ASP - An application service provider (ASP) is defined as an enterprise that delivers application functionality and associated services across a network to multiple customers using a rental or usage-based transaction-pricing model. Gartner defines the ASP market as the delivery of standardized application software via a network, though not particularly or exclusively the Internet, through an outsourcing contract predicated on usage-based transaction pricing. The ASP market is composed of a mix of service providers (Web hosting and IT outsourcing), independent software vendors and network/telecommunications providers. | App Inventory |
| Functional Sponsor | The contact in the University who signs off on business functions of the application on behalf of all stakeholders | The business owner is accountable for sign-off on business readiness to accept Changes to an application. This person acts as a representative for all business users of an application. The home department of the business owner manages an application portfolio, and this also provides the necessary linkage to the business unit's to facilitate the creation of their application portfolio Strategic Management | person | Currently a person. Will look to tie this to an organizational role | |
| Functional Contact | The contact in the university that makes long term technical decisions for applications. This person is Informed during changes and incidents | Tactical Management | |||
| CI Owner | Responsible for Change and Incident Management of the CI | The application owner is accountable to sign-off on technical readiness in support of Changes to an application. The application owner is accountable for reviewing Incidents logged against application CI's to determine if patterns exist for problem management. The application owner acts as a business relationship manager and works with the business owner to define application capabilities for optimization. Operational Management | person | Currently a person. Will look to tie this to an organizational role | |
| Functional Owning Organization | The unit in the university that serves as the primary stakeholder with respect to decision making. | Usually related to Functional Sponsor. After the loss of a functional sponsor provides a starting point to acquire a new functional sponsor | List values: Administration, Association of Yale Alumni, Central Campus, Environmental Health & Safety, Graduate School, Office of Development, Office of Research, administration, Undergraduate Admissions, Yale College, Yale Medical Group, Yale School of Medicine, Yale School of Medicine – clinical, Yale University Health Services | ||
| IT Director | Lookup of Director of assignment group | Allows for disambiguation during escalation | App Inventory | ||
| Current Software Version | For COTS, this will be the Vendor version number. For Custom software this will be the build date (YYYY-MM-DD) as identified by the CI Owner | Versioning allows the business to determine compatibilities as well as make upgrade decisions | Replace with reports once we have Software-Infrastructure in place | App Inventory | |
| Date Created | This is the Service Now value for when the Application Record was crated. This will serve as a proxy for "Installed Date" in lifecycle calculations | Allows service owners to report and manage applications from a lifecycle standpoint | Short Date | App Inventory | |
| Strategic | Determines the alignment of the application for strategic or tactical purposes | Allows the service owner to identify within their portfolio the balance of strategic and tactical applications for strategy alignment | Value list, Strategic/Tactical | App Inventory | |
| Application Category | This determines the family that the application would belong to. This is akin to a service, but may not be offered as part of a service offering. | Allows service owners to quickly identify all applications that belong to a particular function | Value list: HR, Financial, Payroll, Registrar, … | App Inventory
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Server
Definition
A computer that is connected to a network and provides software Functions that are used by other computers.
| Attribute | Definition | Business Use | Data Type | Notes | Requested By |
| Name | Server Name | FQDN that uniquely identifies the server on the network | Text |
| Basic |
| Description | Server Primary Role |
| Text |
| Basic |
| State | Determines the state of the CI |
| PLANNED, ACTIVE, DEPRECATED, INACTIVE |
| Basic |
| Functional Sponsor | The contact in the business who signs off on business functions (fiscal and operational) | The business owner is accountable for sign-off on business readiness to accept Changes within a service. This may include managing the suite of applications that enable a service. This person acts as a representative for all business users of an application. The home department of the busines owner manages an application portfolio, and this also provides the necessary linkage to the business unit's to facilitate the creation of their application portfolio | person |
| Basic |
| Support Assignment Group | The assignment group which primarily supports the application as a tier II | Used for routing process tickets to team which provides support without having to guess | relationship to an assignment group |
| Basic |
| CI Owner | The CI Owner | Responsible for accuracy of al CI data |
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| Serial Number | This field displays the device′s unique serial number. | Unique eternal identifier | Discovery |
| eGRC |
| Data Center | This field provides a link to records in the Facilities application that are related to this device. | Identify the location DC or Building or Floor this device resides in | Text |
| eGRC |
| Service Tag Number | This field displays the customer service tag number. | This is support DR Efforts. Simplifies recovery | Text |
| eGRC |
| Operating System Family | Operating System | Current OS in use on Device for Threat Management | Discovery |
| Server Owners |
| Operating System Version | This is the Major and Minor version within the OS Family |
| Discovery |
| Server Owners |
| Database Instance |
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Description | The uniquely identifiable set of programs and software that create an RDBMS. |
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| Attribute | Definition | Business Use | Data Type | Notes | Requested By |
| Name | Instance Name (SID) | Unique name amongst all Database Instances | Text |
| Basic |
| Description |
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| Text |
| Basic |
| State | Determines the state of the CI |
| PLANNED, ACTIVE, DEPRECATED, INACTIVE |
| Basic |
| Functional Sponsor | The contact in the business who signs off on business functions (fiscal and operational) | The business owner is accountable for sign-off on business readiness to accept Changes within a service. This may include managing the suite of applications that enable a service. This person acts as a representative for all business users of an application. The home department of the business owner manages an application portfolio, and this also provides the necessary linkage to the business unit's to facilitate the creation of their application portfolio | person |
| Basic |
| Support Assignment Group | The assignment group which primarily supports the application as a tier II | Used for routing process tickets to team which provides support without having to guess | relationship to an assignment group |
| Basic |
| CI Owner | The CI Owner | Responsible for accuracy of al CI data |
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| Vendor | Database Management System | Allows an understanding of the installed base as well as the ability to target scripts | Discovery | Have been told this in CMDB already | Database Owners |
| Version | Indicates the Majoy versions of the Database Management System |
| Discovery |
| Database Owners |
| RDBMS Patch Level | Indicates Service pack or other major patch level |
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| Database Owners |
| Database |
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Description | The collection of files under the control of an RDBMS that organize data for the purpose of persistence or transactional processing. |
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| Attribute | Definition | Business Use | Data Type | Notes | Requested By |
| Name | Schema Name | Unique name within the RDBMS | Text |
| Basic |
| Description | Role within an application that a schema fulfills | Allows non-application owners to relate the schema to a function within the application. (primary Storage, Data warehouse, Reporting, …) | Text |
| Basic |
| State | Determines the state of the CI |
| PLANNED, ACTIVE, DEPRECATED, INACTIVE |
| Basic |
| Functional Sponsor | The contact in the business who signs off on business functions (fiscal and operational) | The business owner is accountable for sign-off on business readiness to accept Changes within a service. This may include managing the suite of applications that enable a service. This person acts as a representative for all business users of an application. The home department of the business owner manages an application portfolio, and this also provides the necessary linkage to the business unit's to facilitate the creation of their application portfolio | person |
| Basic |
| Support Assignment Group | The assignment group which primarily supports the application as a tier II | Used for routing process tickets to team which provides support without having to guess | relationship to an assignment group |
| Basic |
| CI Owner | The CI Owner | Responsible for accuracy of al CI data |
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| Basic |