Level (horizontal)
Incident-Problem-Change Management
Configuration Management
Description
Description
Incident Management:
Incident Management needs information across the whole infrastructure. When recording Incidents, Incident Management needs to access CI information, e.g., to determine the CIs location and owner, to determine if there is a Problem or a Known Error with a work-around associated with the CI, for which customer and what service it is intended for, and by which SLA it is covered. The Configuration Management Database provides necessary information.
Problem Management:
Problem Management needs information about the complexity of the infrastructure. Problem Management should be able to link Problems and Known Errors to CIs and uses CMDB data to analyze Incidents and problems. Verifying the actual configuration of the infrastructure against the authorized configuration in the CMDB can point to deviations or defects in the infrastructure.
Change Management:
Change Management uses the CMDB to estimate the impact of the changes to be implemented. Change Management authorizes changes, and changes have to be associated with the relevant CIs. Change Management is responsible for recording RFCs. Thus, Change Management provides the major input for updating the CMDB.