cmdbuildready2use overviewmanual eng v100

8/18/2019 CMDBuildReady2Use OverviewManual ENG V100

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» Overview Manual

June 2015

Author Tecnoteca srl

www.tecnoteca.com

ENG

www.cmdbuild.org

Version

1.0

ready2use

ADY2US


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Overview Manual

No part of this document may be reproduced, in whole or in part, without the express written permissionof Tecnoteca s.r.l.

CMDBuild uses many !reat technolo!ies from the open source community"#ost!re$%&, 'pache, Tomcat, (clipse, (xt )$, )asper*eports, +*eport, (nhydra $har, T-(, OC$+nventory, &iferay, 'lfresco, eo$erver, Open&ayers, #refuse, %uart/, BiMserver.-e are thanful for the !reat contributions that led to the creation of these products.

CMDBuild READY2USE is a version of CMDBuild . +t is already confi!uredand ready to be used in the production environment, all its features are

available if you subscribe the maintenance service with Tecnoteca

CMDBuild is a product of Tecnoteca $.r.l. Tecnoteca is responsible ofsoftware desi!n and development, it0s the official maintainer and has re!isteredthe CMDBuild lo!o.

CMDBuild is released under '#& open source license 1http"22www.!nu.or!2licenses2a!pl34.5.html6

CMDBuild is a re!istered trademar of Tecnoteca $rl.

(verytime the CMDBuild lo!o is used, the official maintainer 7Tecnoteca srl7 must be mentioned8 inaddition, there must be a lin to the official website"

http"99www.cmdbuild.or!.

CMDBuild lo!o"

• cannot be modified 1color, proportion, shape, font6 in any way, and cannot be inte!rated intoother lo!os

• cannot be used as a corporate lo!o, nor the company that uses it may appear as author 2 owner2 maintainer of the pro:ect

• cannot be removed from the application, and in particular from the header at the top of eachpa!e

The official website is http://www.cmdbuild.org

CMDBuild READY2USE ; The already preconfi!ured version of CMDBuild #a!e


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Overview Manual

Contents

=. 'bout CMDBuild *('D>


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Overview Manual =. 'bout CMDBuild *('D>


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Overview Manual =. 'bout CMDBuild *('D>


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Overview Manual


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Overview Manual 4. 'pplication functionalities

. Application functionalities

CMDBuild READY2USE includes the followin! already confi!ured elements"

• preconfi!ured data cards for every ind of necessary entities in a +T overnance system1Confi!uration +tem, $uppliers and Orders, &ocations, $taff and Offices, etc6, for relationcharts and data lo!!in! charts

• +ncident Mana!ement worflow, startin! from the self3service portal 1subscription reEuired6and carried out by any escalation between expert !roups or non3+T staff by means of themobile interface.

• *eEuest Fulfillment worflow, to mana!e the reEuest of information and services, startin!from the self3service portal 1subscription reEuired6, activation of services throu!hwororders based on preconfi!ured wororders performed even throu!h the mobileinterface

• Chan!e Mana!ement worflow with execution of wororders based on preconfi!uredtemplates

• 'sset Mana!ement worflow with mana!ement of all inventory reason codes andmana!ement of the lifecycle of assets, which can be used also from 7mobile7 interface

• support wi/ard for wirin! mana!ement

• support wi/ard for the mana!ement of +# addresses

• preconfi!ured reports" asset inventory also at previous date, $&' analysis, layout of =3inchracs, barcode labels, etc.

•

preconfi!ured dashboards" $&' analysis, analysis of assets accordin! dependin! ontypolo!y, seniority, etc.



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Overview Manual 4. 'pplication functionalities

CMDBuild READY2USE includes the followin! already confi!ured elements 1available for those whohave a valid annual subscription6""

• connector with 'ctive Directory for the synchronisation of the staff • connector with OC$ +nventory for the synchronisation of computers

• connector with HMware for the synchronisation of virtual servers

• mobile interface, in order to wor direct on the field

• self3service portal for final users" +T news, reEuests of information, incidentcommunications, reEuests for services, control of open reEuests, approval of reEuests fromthird party, F'%, your personal data, your eEuipment 2 services, useful lins

CMDBuild READY2USE ; The already preconfi!ured version of CMDBuild #a!e G


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Overview Manual @. Data model

!. Data model

CMDBuild READY2USE has already confi!ured all reEuired entities for the +T mana!ement of amedium2lar!e3si/ed or!anisation.

The entities are or!ani/ed in superclasses and subclasses, they include all necessary attributesand are lined throu!h different inds of relations.

The data model includes the followin! macro3areas"

• $taff 1(mployees, external #ersonnel6, or!anisation ?nits

• &ocations 1Buildin!, Floor, *oom6

• #urchases 1$uppliers, $upplier0s staff, Order, #urchase order row6

•

Confi!uration +tems, divided in"• Client places of wor 1Destop, Noteboo, Mobile, Monitor, #rinter, etc.6

• +nfrastructures 1physical $ervers, virtual $ervers, $tora!e, *acs, Networ(Euipment, etc.6

• Telephone 1Telephone (xchan!e, &andline, Mobile #hone, $+M6

• $oftware instances 1Client and $erver +nstance, such as +nfrastructure $oftware,Database, 'pplication, Component6

• $oftware licenses

• $ervices 1technical services, business services6

• Networs 1H&'N, H#N, Networ interface, +# interval time6

• $upport entities

Below is a detail of the Confi!uration +tem hierarchy"



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The "er#ices area, i.e the last subclass of the Confi!uration +tem hierarchy, allows you to define+T services provided by users, to!ether with the reEuest and support modalities, the availability, the$&'s, the technical and business reference3points.

(ach service is associated to one or more ind of reEuest, started by the self3service #ortal andmana!ed throu!h the *eEuest Fulfillment worflow.

For all data cards of every data model, the system allows you to edit the cards describin! eachelement, lin them, attach documents, carry out simple or complex searches, save them, consultthe history, !eorefer them on


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CMDBuild READY2USE ; The already preconfi!ured version of CMDBuild #a!e ==


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CMDBuild READY2USE ; The already preconfi!ured version of CMDBuild #a!e =


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Overview Manual . The +ncident Mana!ement -orflow

$. The %ncident Management &or'flow

The %ncident Management worflow mana!es the support reEuests forwarded to users becauseof +T services malfunctionin!.

The reEuests are sent by users throu!h the $elf3$ervice #ortal, taen in char!e by the helpdesand, if necessary, can be forwarded to internal or external experts 1hori/ontal and verticalescalation6.

The followin! !roups of users are involved in the worflow"

• company employees, which will be able to open reEuests throu!h the self3service portal

• various !roups of the helpdes staff, which can accept reEuests received throu!h the portalor re!ister new reEuests received from different channels, forward them to the specialists or

tae them in char!e, carry them out and close them• various !roups of specialists, Eualified to satisfy different reEuests

The process includes the followin! main features"

• start from the self3service portal included in CMDBuild *('D>


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dispatch of notifications 2 solicits in case the expected $&' are disre!arded

• automatic update of the re!ister 1user, date, activity name, outcome, notes, spent time, foreach worflow step6

•

definition of filters for the rapid access to predefined views 1+ncidents from your !roup,+ncidents where you appear as preferential executor, etc.6

• documents attachment

• start of any Chan!e Mana!ement worflow in case the reEuest is not confi!ured as +ncidentbut as Chan!e

• reEuest details and reEuest list

• dashboards with the amount of reEuests per period 2 process status 2 cate!ory

Jere is the lo!ic schema of the worflow"

Below is the form that tri!!ers the process from the $elf3$ervice #ortal and a sample of a followin!form about the process advancement 1%ualification Jelpdes step6.

CMDBuild READY2USE ; The already preconfi!ured version of CMDBuild #a!e =@


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CMDBuild READY2USE ; The already preconfi!ured version of CMDBuild #a!e =A


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CMDBuild READY2USE ; The already preconfi!ured version of CMDBuild #a!e =G


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Overview Manual A. The *eEuest Fulfillment worflow

• filin! sent emails

• possibility of consultin! the previous reEuests of the same user

• calculation of worin! hours

• automatic update of the re!ister 1user, date, activity name, outcome, notes, spent time, foreach worflow step6

• filter definition to Euic access pre3defined views 1*eEuests assi!ned to my !roup,*eEuests where + am the su!!ested operator for, etc.6

• documents attachment

• reEuest details and reEuest list

• dashboards with the amount of reEuests per period 2 process status 2 cate!ory


Below is the form that tri!!ers the process from the $elf3$ervice #ortal and a sample of a followin!form about the process advancement 1step $pecialist wororder execution6.



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Overview Manual . The Chan!e Mana!ement -orflow

,. The Change Management &or'flow

The Change Management worflow mana!es the chan!e reEuests of +T confi!uration that cannotbe solved with standard procedures.

The worflow can be started by +T technicians or !enerated by processes of +ncident Mana!ementand *eEuest Fulfillment.

(ach reEuest is approved by the Chan!e Mana!er and is then solved by specialists with one ormore analysis, implementation and test activities executed and described throu!h wororders.

The followin! !roups of users are involved in the worflow"

• the helpdes staff which can as for the manual openin! of a Chan!e in case the users needit, besides the automatic openin! of the Chan!e throu!h the standard flow of an +ncidentMana!ement or *eEuest Fulfillment process

• various !roups of specialists, which are competent in the mana!ement of differentChan!es, can open and execute the classification of a Chan!e and carry it out with one ormore implementation and test activities executed and described throu!h parallelwororders

• one or more technicians 1Chan!e Mana!er6, enabled to approve the start, analysis andclosure of Chan!e processes

The process includes the followin! main features"

• automatic start from an +ncident Mana!ement or Chan!e Mana!ement worflow

•

approval by a responsible competent !roup 1parametrically defined for each type ofChan!e6

• service reEuest classification by cate!ory, and automatic forwardin! to the correct !roup1specialist operators6

• service reEuest execution throu!h one or more pre3defined wororders. The wororders arepeculiar for each reEuest type 1usin! a specific archive6

• email notifications usin! pre3defined templates 1see para!raph .6

• filin! sent emails

• automatic recordin! of the re!ister 1user, date, activity name, notes, for each worflow step6

•

documents attachment



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Overview Manual . The Chan!e Mana!ement -orflow


Below is the form that tri!!ers the process advancement 1step Openin! by specialists6.



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Overview Manual G. The 'sset Mana!ement -orflow

-. The Asset Management &or'flow

The 'sset Mana!ement worflow leads the operators durin! the re!istration of the confi!urationitems and their lifecycle mana!ement.

+t mana!es the reEuests of materials and order issue, !oods income and test, assets assi!nmentand loan to users, transfer amon! users or seats or warehouses, dismissal and scrappin!.

Only one !roup of users is involved in this worflow. +t deals with the activities of asset handlin!.

The 'sset Mana!ement worflow mana!es"

• !oods entry

• asset reception after a possible trial

• asset assi!nment to a user

• asset withdrawal

•

asset replacement• asset transfer amon! users

• asset transfer in case the user chan!es seat

• asset transfer from a warehouse to another

• asset scrappin!



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Jere0s the lo!ic schema of the process"

Below a sample of a form re!ardin! the process advancement 1step Compilation of the detailsabout those assets received by the supplier6.



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Overview Manual . Mana!ement of -irin!s and +# 'ddresses

. Management of &irings and % Addresses

The mechanism of CMDBuild worflows can also be used to confi!ure certain wi/ards that !uidethe operator by carryin! out certain recurrin! activities.

CMDBuild READY2USE includes two wi/ards for the mana!ement of networ wirin!s and +#addresses.

Only the !roup of users amon! the networ specialists is involved in the worflow.

The worflow for the support of wirin! mana!ement drives the operators in the re!istration of thoseoperations implyin! interventions on the connections of networ wires.

The operations provided in the worflow mana!in!wirin!s include"

• creation of a new wirin!

• removin! an existin! wirin!

• modification of an existin! wirin!

The support worflow for the mana!ement of +# addresses helps the operators re!ister theconfi!uration operations of physical and virtual interfaces.

The operations mana!ed in the worflow include"

• selection of device

• visualisation of the situation of the +# addresses on that device

• update of the situation of the +# addresses of that device

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Overview Manual =5. *eports and dashboards

10. )eports and dashboards

The most commonly needed reports are already confi!ured in CMDBuild *('D>


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The followin! reports and dashboards are available to control the execution time of $ervice Desprocesses.

• open +ncident and *eEuest reports

• report for the avera!e time of the +ncident and *eEuest closure

• +ncident and *eEuest dashboard per status 2 cate!ory 2 year and month

• dashboard for the avera!e time of the +ncident and *eEuest closure per month

Below some examples of layout.

CMDBuild READY2USE ; The already preconfi!ured version of CMDBuild #a!e 4@


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Overview Manual ==. $ync connectors throu!h other systems

11. "nc connectors through other sstems

The manual mana!ement of the information treated in the CMDB can cause delays or imprecisionswhen updatin! data.

+n order to overcome this problem you can activate 3 if possible 3 automatic connectors whichcontact external system, notice any misali!nment between the two data sources, notify suchsituations to the operators and update the approved chan!es.

CMDBuild READY2USE includes three connectors which interact with 'ctive Directory 1staff6, OC$+nventory 1physical computers6, HMware HCenter 1virtual servers6.

The aim of the connectors with Acti#e Director is as follows"

• the automatic sync of the CMDBuild employees re!istry with the data available in the 'ctiveDirectory repository

• the supplyin! of a chan!e report, used to verify the correctness of the update

The aim of the connector with OC$ +nventory 1software for 7automatic discovery7 released with opensource license6 is as follows"

• automatic sync of the computer file re!istered in CMDBuild with data available in the OC$+nventory database

• automatic sync of the CMDBuild file containin! the instances of the 7controlled7 software1where you want to verify the licenses6 with the data available in the OC$ +nventory

database and filtered throu!h a custom Kwhite listL

• the supplyin! of a chan!es report, used to verify the correctness of the update

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Overview Manual ==. $ync connectors throu!h other systems

The primary !oal of the connector with HCenter 1software for the control of the HMware virtuali/ationsystem6 are"

• the automatic sync of the virtual server file re!istered in CMDBuild with the data available

from HCenter • the supplyin! of a chan!e report, used to verify the correctness of the update



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Overview Manual =


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Overview Manual =4. The Mobile +nterface

1. The Mobile %nterface

' lot of operations executed durin! the mana!ement of the asset lifecycle occurs in the field1delivery 2 withdrawal of computers and devices, inventory, etc.6. +t would be useful to eep trac ofthem as they are performed, in order to avoid delays and oversi!hts.

CMDBuild READY2USE includes an 7app7 for smartphones and tablets" it implements the mainfeatures of the destop interface, such as navi!ation menu, mana!ement of data cards withrelations and attachments, researches and filters, mana!ement of worflow with the main wid!ets,print of reports.

Furthermore, this app allows you to carry out additional features, such as tain! pictures and filethem into the CMDB lie attachments, and readin! barcodes or %* viewin! automatically therelated data card. .

Below some examples of layout.

cmdbuildready2use overviewmanual eng v100

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