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About populating the CMDB for ServiceDesk
product. After you install the product, it is also available from the Windows Start
menu, under Altiris > Symantec Installation Manager > Symantec Management
Platform Installation Guide.
The Configuration Management Database (CMDB) represents the authorized
configurations of the significant components (configuration items) of the IT
environment. For example, the CMDB can contain information about hardware,
software, associated documentation, assets, and contracts.
See
"About the Configuration Management Database (CMDB)"
In the Symantec Management Platform, configuration items are typically referred
to as resources.
See
"About configuration items"
ServiceDesk uses the following configuration items (resources) that are defined
in the CMDB: equipment, locations, and services. This information provides
additional details to incidents that can help the resolution. For example, during
the creation of an incident, the technician can select the user s location and any
related configuration items that the issue affects.
Technically, you can use ServiceDesk without the CMDB data, but doing so limits
the amount of information that can be included in incidents. For example, if the
CMDB does not contain equipment data, the user cannot specify the affected
equipment in the incident.
If you upgrade from a 6.x Altiris product, the CMDB is upgraded at the same time.
Otherwise, you must populate it after you install the Symantec Management
Platform.
For more information about populating the CMDB, see the Symantec Management
Platform User Guide or the CMDB Solution User Guide.
Examples of how you can add resource data to the CMDB are as follows:
Create the resources manually.
Discover computers.
Import computers from Active Directory.
Discover network devices.
For example, the Network Discovery function can discover routers, switches,
network printers, Novell NetWare servers, and the computers that run
Windows, UNIX, Linux, and Macintosh.
Import resource associations from Active Directory.
Planning to install ServiceDesk
About populating the CMDB for ServiceDesk
on page 27.
53
on page 27.
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