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Jira Service Management

In this video we dive into the fascinating world of cloud management and asset management. We start by explaining how easy it is to import data into the system, whether it’s from a CSV file or through drag and drop, with the ability to define the import type and map attributes in the CMDB. We discuss the importance of accurately updating assets in the CMDB by identifying primary keys. Importing and maintaining asset data is a straightforward process, enabling users to track granular technical infrastructure like hosts, applications, licenses, contracts, and people data. We talk about the possibility of creating a Customer Support Object Schema to track customers, products, contract expiration dates, and primary contacts. This data can be leveraged within service requests, incidents, and automation platforms, significantly enhancing asset management. The speaker highlights the importance of leveraging asset configuration to prevent incidents caused by expired certificates or support agreements. They showcase the high level of configurability through import processors, plugins, and connectors, emphasizing that the system they are discussing is fully customizable. We explain how they can create new object types and define attributes and relationships for these objects, providing a demo of creating an example object and explaining its configuration. Moving on to the Context Management Tool (CMT), we share that assets are organized into object schemas for logical grouping and security purposes. Different teams can have restricted access to specific asset information based on their responsibilities. This allows different types of assets to be managed by different teams, such as IT employees managing laptops and data center operators managing servers and routers. The speaker then goes into detail about how objects can be related using attributes in an object schema, describing technical, dependency, and financial relationships. This enables easy association without the need for lengthy scans or blueprints. We emphasize the speed at which modifications can be made and provides various examples of object schemas, including a separate schema for data center operators. Lastly, we explain that the system allows users to view asset details, open issues, and access a full audit trail for each asset. This includes a history of changes made and previous values, enabling tracking of the lifecycle, financial metrics, and relationships of the entire Hybrid Cloud Infrastructure (HCI).

Topics Covered:

  1. Introduction to Importing Data in the CMDB:
    • Defining the type of import being performed
    • Importing data from a CSV file with specified delimiter
    • Dragging and dropping the file for import
  2. Mapping Attributes in the CMDB:
    • Choosing objects and matching source field to destination field
    • Identifying primary keys for accurate asset updating
  3. Importance of Importing and Maintaining Asset Data:
    • Highlighting the straightforward process
    • Tracking granular technical infrastructure
  4. Creating a Customer Support Object Schema:
    • Tracking customers, products, contract expiration dates, and primary contacts
    • Leveraging this data within service requests and incidents
  5. Leveraging Asset Configuration for Incident Prevention:
    • Preventing incidents caused by expired certificates or support agreements
    • Configurability through import processors, plugins, and connectors
  6. Fully Configurable System and Creating New Object Types:
    • Defining new object types, such as tracking tablets or mice
    • Defining attributes, data types, and relationships for these objects
  7. Introduction to CMT (Context Management Tool):
    • Highlighting that there’s more to the assets capability
    • Organizing asset data into object schemas for grouping and security
  8. Managing Different Assets by Different Teams:
    • Assigning asset management responsibilities to specific teams
    • Example: IT employees versus servers and routers
  9. Relating Assets Using Attributes in Object Schemas:
    • Describing relationships as technical, dependency, or financial
    • Easily associating objects without building a blueprint or lengthy scan
  10. Quick Modifications and Examples of Object Schemas:
    • Demonstrating quick modifications to object schemas
    • Providing various examples of object schemas
  11. Separate Schema for Data Center Operators:
    • Creating a separate schema dedicated to data center operators
    • Defining multiple object types within the schema
  12. Tracking Asset Details and Audit Trail:
    • Viewing asset details and open issues
    • Having a full audit trail for each asset, including changes and previous values
  13. Tracking HCI Lifecycle, Financial Metrics, and Relationships:
    • Highlighting the ability to track lifecycle, financial metrics, and relationships of the HCI (Hyper-Converged Infrastructure)

Contact us to chat about this and other amazing Jira Service Management features!