[Music] please subscribe to my channel and click on the bell icon to get the regular updates of my channel and do not forget to like comment and share hello everyone welcome to sas with servicenow this is servicenow cmdb training you might have heard about cmdb word many times while working in servicenow as an end user developer or administrator you must have learnt about cmdb in your itsm and itil trainings if you have established process of incident problem or change in your organization however you do not have effective cmdb then these processes won't work effectively so in this whole series of training you will learn about servicenow cmdb and its different features and capabilities overview of cmdb why cmdb before we learn about what is cmdb it's important to know why cmdb is important in any organization let's say there is an organization sas now in order to manage and run the it services sas now has laptop for employees desktop for employees servers databases network routers and firewalls and all of these different devices are connected and placed in the network of the sas now organization and they are also in working stage means they are up and running one day some employees of sas now started complaining about some network issues after some investigation it team found that one router was not working in the network however no one had enough information about the router as sas now manages their devices list in an excel sheet which has very limited information it technician tried to find more information about the router they found that router issue could be fixed only by vendor who actually supports it they call the technician of the vendor and then technicians started working on the issue in the meantime of the issue no one had clear visibility including leadership and people had questions which devices got issues who supports the device and what applications were impacted later on vendor technician resolved the issue and it technicians of that organization inform the employees and leaders about the resolution of the issue however later iit leadership still had questions like do we know how many other devices were connected with that router and got impacted how many times same router had issues in last six months however it team did not know the answer as information about these devices and connected application to the same device same router was very limited in this whole example issue was definitely resolved however it will not be called as effective and timely resolution of the incident moreover there was no possibility of tracking the impacts occurred during the incident now let's say the sas now company has a database where we can store all the information of these devices rather than in an excel sheet devices like laptops computers desktops routers databases firewalls all these different devices now this database can be referred anytime to get the information about any device of the organization whose information is stored and it can also help to find the connected applications and other devices and this database is called as cmb configuration management database then what is cmdb it's really important to know what systems are being used in it environment and what configurations we have in those systems to manage and improve it service delivery in any organization and if you really want to understand your organization's it infrastructure then the easy way is servicenow cmdb cmdb is a repository which stores information of software and hardware assets or devices of an organization like server application routers laptops desktops etc cmdb also needs to be updated to deliver id services effectively a well-implemented and maintained cmdb provides an organization with complete visibility into their enterprise infrastructure including reliable configuration data for physical and virtual servers computers routers switches applications cloud instances and more servicenow provides an application to manage cmdb in the platform called as configuration which is a same repository database with different tables which stores information of different types of devices now this cmdb consists of entities and those entities are called as configuration items so this is the list of configuration item records which are stored in servicenow cmdb so a configuration item can be a physical entity such as computer or router a logical entity such as an instance of a database a requisition service which can be requested by any user as an example unix server unix server ci this is a ci racket of unix server whose name is unix 201 and it is also displaying other configurations of same server which are called as attributes attributes are information of a ci which provides details of a ci like name manufacturer location serial number etc these attributes are stored as columns in servicenow cmdb tables and you can also display them on the form in this example all these columns like name manufacturer operating system company model id ram are attributes of unix server ci and their values are related to the same server this is my personal developer instance of servicenow in order to access cmdb application you can type configuration in application navigator and you will find configuration application so this is the application for cmdb and you can see different modules to access different types of tables of cmdb and there are other modules as well which are used to configure and manage cmdb in the platform and you can see some other modules like as per the devices like application servers and servers and then clusters database servers all different types of basically devices which are used or which are available in any organization overall whatever systems you have in it all those different types of different category of devices can be stored and we have different tables for each type of devices each category of devices now if i click on let's say servers if i go to servers and if i click on all now this will open the list of all servers available in this instance now this is just a demo instance because this is personal developer instance so you can't see all the data which is basically available in any organization you might see or you will see a lot of data in this kind of table in your organization if you have installed or if you have implemented cmdb or you are storing this data in your organization in servicenow system now here you can see all different rackets and these are the all these different rackets we have these are called as configuration items that means each individual record is a configuration item now if i open this record so this is the one record and this particular record shows me the information about this particular ci so if i say the short form of configuration item is ci that is configuration item now all these information which you can see these are all called as attributes of ci which basically shows you the information about that ci now name now these attributes they are basically fields so if i talk about all these servers they might have similar fields they definitely should have similar fields however values would be different because they are individual servers some values might be same as well depending on the kind of value let's say cpu manufacturer so it can be definitely similar for different for different uh servers however if i talk about name like this could be different this has to be different asset tag now this asset tag is like a numbering your ta it's a tag number of that particular device that particular asset so in that case it will definitely be different it will definitely be unique now let me show you a practical demo so that you can understand cmdb much better so what i will do i will impersonate any non-ideal user so i will quickly impersonate let's see if you have any cell service user andrew jackson let's see what kind of access this user has absolutely so this is non-ital user because you can see it isn't he doesn't have much much access only access to these applications now what i can do let's say we have got some issues now this user this android user has some issues maybe with the email and he has to report that issue maybe his email are very slow he's getting uh emails very late something like that and in that case and he want to report that issue and you have your servicenow system so what he will do he will just he will just quickly go to service catalog and he wants to report the issue so here we should have uh direct access to the issue so we have services let's i think this one is better which is for reporting the issue because you can see uh here i will do i will click on create incident because i want to report an issue so i will click on this create incident now here we have this urgency and i have to describe the issue what kind of issue i am getting so what i will do i will just maybe make it medium what how much urgent is it is it maybe you want to just make it medium so i am uh my i'm getting email slowness i am getting so slowness in emails in getting emails in getting emails so i think it is giving you some sort but that's fine i'm not going to do that i will just click on submit so i'm basically submitting this incident well i'm an end user so i'm going to submit that now once this incident is submitted the it service desk team basically they will get an email that somebody has opened this particular incident and this user has some issues it is basically little taking a little bit more time but that's okay so no but okay but i can see now so this incident is uh created and i have all these information now this is not uh the itil view this is basically the self-service view and that's the reason i'm i'm just uh i'm able to see very uh like limited information which you will if you are actual idle user you will definitely see more information now here i have updated the instant but let's do one thing let's impersonate with itel user because as of now i have just uh submitted this incident with non-idle user now what i will do i will impersonate with itel user so i think i can just search for this yes this we have this idle user in personal developer instance and what i will do i will go to service desk and i will go to incidents let's see how many incidents we have i will just sort it uh maybe with updated i will get the latest one yes i'm getting slowness in getting email yes i will open this so when i will open this i can see a lot of information the short description the description filled by the user but how exactly i will know that which particular device is impacted which application is impacted how can i know about it so that's that's how you use cmdb so that at least organization is aware that which particular device which particular application which particular asset of the organization is impacted so in that case that's the reason we have this configuration item and we also have this service offering and service basically all three they basically reference to cmdb tables that is configuration item tables of service now so what i can do i can just maybe uh select email here i hope i have yes i do have email service here if i would like to see the service offering i can do that maybe let me search if i can find any configuration item yes i do have i can select here as well and i can just save it so i'm i'm that idle user who has to resolve this issue and i can just save it now what exactly it means once i have updated this information now anybody let's say we got 10 incidents for a email issue at least i should be able to see that in last one week how many issues we got in the organization which are related to email and we we might have some owner of this email feature email email exchange there should be some id owner who has to take care of the service because now everything in in most of the all i would say all the organizations people are targeting for it as a service so they are also providing service and users are getting slowness in the emails that means they're not giving the right service even it's internal so in that case that particular that it owner should be able to find out that how many issues he's getting for his application that is the the service for the application he's providing the service so that is that is how you can use uh use cmdb for incident management but this is just an overview of cmdb but in my further videos you will learn about it how cmdb is integrated with incident change problem and other other modules and other applications of servicenow ci relationship a ci record in cmdb can be related to other ci rackets in cmdb and servicenow stores that relationship between different ci rackets in a table a ci relationship stores information about how different ci rackets are connected to each other for example unix server is used by trading application that means there is a trading application in the organization and that application uses any unix server to perform the transactions ci relationship is a separate table which stores the information of relationship between different ci rackets this is the list of ci relationship rackets which shows mapping of parent and child configuration items and their type of relationship you can see all related configuration items to a particular ci in related items section of that ci racket form which shows what all cis are related to the current ci and what type of relationship they have as an example let's say there is an application called tradingx and we have one server and one database in cmdb separately so we have three different ci rackets in cmdb for all these three different devices one for application one for server one for database now this trading application can have relationship with server and database and all these three are different ci rackets however their relationship can also be stored nci relationship table ci relationship type we understood that different ci's can be related or connected to each other however how will you find out what kind of relationship those ci's have with each other and that is called relationship type rci relationship type basically categorize the type of relationship between two ci rackets like runs on depends on connects to used by if an application is running on a windows server in that case ci racket of application will have runs on type of relationship with ci record of windows server you can also see type of relationship in related items section of ci racket form with different ci rackets class you have various configuration items for different types of devices or systems but how you how do you identify that which ci racket is a unique server or which ci racket is an application server or an application ci racket so configuration items are also divided into different categories and those categories are called as classes every single class is an individual table of cmdb and it will have ci rackets for those devices which falls under same category overall class is a category of ci or group of ci's which stores common attributes and we already talked about attributes attributes means fields basically which gives the identity to that particular configuration item and now these classes the category which you are talking about like computer class server class database class application class now these will have separate table in cmdb if we will have few laptops applications and servers in that case all these three different types of devices will have their own details which will not be similar to other individual types of devices so class of all these ci rackets will be computer application and server respectively and will have fields or attributes related to their class only in that table including some other default cmdb fields you will also find a field class on cmdb tables which stores a value of different types of classes in cmdb so you can open the configuration item racket in this case we already have email here so i will just open this email configuration item racket now this is a service class because this particular email is a service so that means it's a classes service class it can be application it can be computer and here in related items you can see all different other configuration items related to this particular email class in email basically email configuration item and here it shows the relationship type as well so connects2 that means this email it's it's basically connected to the mass storage device which is the sam it's connected to a sen it depends on a san as well it has some email servers because this is a service which you are providing to the customers however it this email has definitely some email servers and those email servers because this service is depend depending on these servers so like you can see we have all these different servers like iron mail exchange servers and then this email is also dependent on basically used by because there's an email this email service is used by other services like blackberry now blackberry is definitely an email service which will be dependent on actual email service so you can see it says used by that that means all these different configuration item uses this particular service so that's how you can see the related items and you can see different relationships also it is connected to different classes so here it is connected to services here to servers here to mass storage devices if i click on this it is definitely a different class and i can definitely pull that particular field so that you can understand what kind of class it is and if i just pull that you can just see yes so you can see this is different class which is mass storage device and that is also you can see in that particular configuration item racket that to which type of class it is connected to so all those information you can find in related items cmdb data schema model the configuration management database schema model is a series of connected tables that contain all the assets and business services which are controlled by an organization and their configurations different cmdb tables also have parent and child relationship however there is one table from which all cmdb tables are extended and that table is called cmdb base table the name of the table is cmdb underscore ci however even cmdb's underscore ci is also extended from base configuration item table which is cmdb all different tables of cmdb are extended from cmdb underscore ci table we will learn about this in more details in further sessions now cmdb data is also used in different applications of servicenow like incident management change management and other applications but how to make sure that applications are connected to different cmdb tables in right way in that case csdm comes into the picture that is common service data model csdm is a standard and consistent set of terms and definitions which can be used with all servicenow products this data model provides guidelines for using base system tables and relationships thank you for watching this video if you like my channel and my videos please do not forget to subscribe to my channel like my videos and share my channel and videos thank you and have a great day