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ITSM Webinar Series Part 2
Using a Service Catalog and CMDB in
Jira Service Management
Clayton Chancey
Senior Solutions Architect
Cprime
Speaker
01 The Role of a Service Catalog in ITSM
02 Configuration Management Database (CMDB)
03 Live Demo in Jira Service Management
04 Keep the Conversation Going / Q&A
Agenda
The Role and Importance of the Service
Catalog in ITSM
Terms, Concepts, and Examples
• Definition
• A Service Catalog is a centralized list of services and operational solutions
provided by IT to the rest of the organization.
• Key Benefits
• Streamlines request creation & fulfillment
• Enhances IT’s value to the business
• Role in ITSM
• Foundational for the Service Management discipline
• Measurable using Service Level Agreements (SLAs)
• Integrates with Change & Incident Management disciplines
The Service Catalog in ITSM
• Examples
• Hardware Provisioning (e.g., new workstation, printer setup)
• Software Provisioning (e.g., software upgrade, license key renewal)
• Network Services (e.g., VPN setup, connectivity troubleshooting)
• Business Application Support (e.g., access to SalesForce, VMWare)
• Cloud Services (e.g., VM provisioning, AWS management)
• Disaster Recovery (e.g., data replication, redundancy testing)
• Data Analytics Services (e.g., report generation, DB maintenance)
Service Catalogs will differ significantly from one organization to another!
The Service Catalog in ITSM
The Configuration Management
Database (CMDB)
Terms, Concepts, and Examples
• Definition
• A CMDB is a repository of IT assets and objects, their configurations, and the
relationships between them.
• Key Benefits
• Supports cost-effective asset management
• Streamlines Root Cause Analysis (RCA) and Change impact analysis
• Role in ITSM
• Source of truth for IT infrastructure and devices
• Enables reports and analytics for continuous service improvement
• Integrates with Incident, Change, and Problem Management disciplines
The Configuration Management Database (CMDB)
• Example Configuration Items (CIs)
• Computers (e.g., Laptops, Desktops, Servers)
• Mobile Devices (e.g., Tablets, Phones, Hotspots)
• Software (e.g., Operating Systems, Applications)
• Licenses (e.g., Software Keys, Hardware Warranties)
• Network Devices (e.g., Switches, Routers, Access Points)
• People & Organizations (e.g., Departments, Teams, Titles)
• Offices & Locations (e.g., Region, Time Zone, Address)
CMDBs will likely involve multiple schemas, integrations, and reports
The Configuration Management Database (CMDB)
Implementing and Using
a Service Catalog
Live Demo in Jira Service Management (JSM)
• Develop a clearly-defined and contextually-
appropriate Service Catalog
• Adopt a powerful yet easy-to-maintain
Configuration Management Database (CMDB)
• Integrate these with your IT Service
Management (ITSM) tool of record
• Jira Service Management (JSM) offers all these
capabilities out of the box!
Key Takeaways
Connect with our
speakers on LinkedIn!
Clayton Chancey
Check out Cprime
upcoming webinars,
read our blog,
download
whitepapers/case
studies & more:
cprime.com/resources
Share with us what
topics you are
interested in, ask us
questions or give us
feedback!
learn@cprime.com
Keep the Conversation Going…
Share in the conversation & keep updated on
thought leadership, events & more!
on LinkedIn, Twitter, Facebook, & YouTube
Follow Us on Social Media
QUESTIONS?
cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)
Questions?
QUESTIONS?
cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)
Thank You
cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)

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Using a Service Catalog and CMDB to Standardize Change Management in Jira Service Management

  • 1. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)
  • 2. ITSM Webinar Series Part 2 Using a Service Catalog and CMDB in Jira Service Management
  • 3. Clayton Chancey Senior Solutions Architect Cprime Speaker
  • 4. 01 The Role of a Service Catalog in ITSM 02 Configuration Management Database (CMDB) 03 Live Demo in Jira Service Management 04 Keep the Conversation Going / Q&A Agenda
  • 5. The Role and Importance of the Service Catalog in ITSM Terms, Concepts, and Examples
  • 6. • Definition • A Service Catalog is a centralized list of services and operational solutions provided by IT to the rest of the organization. • Key Benefits • Streamlines request creation & fulfillment • Enhances IT’s value to the business • Role in ITSM • Foundational for the Service Management discipline • Measurable using Service Level Agreements (SLAs) • Integrates with Change & Incident Management disciplines The Service Catalog in ITSM
  • 7. • Examples • Hardware Provisioning (e.g., new workstation, printer setup) • Software Provisioning (e.g., software upgrade, license key renewal) • Network Services (e.g., VPN setup, connectivity troubleshooting) • Business Application Support (e.g., access to SalesForce, VMWare) • Cloud Services (e.g., VM provisioning, AWS management) • Disaster Recovery (e.g., data replication, redundancy testing) • Data Analytics Services (e.g., report generation, DB maintenance) Service Catalogs will differ significantly from one organization to another! The Service Catalog in ITSM
  • 8. The Configuration Management Database (CMDB) Terms, Concepts, and Examples
  • 9. • Definition • A CMDB is a repository of IT assets and objects, their configurations, and the relationships between them. • Key Benefits • Supports cost-effective asset management • Streamlines Root Cause Analysis (RCA) and Change impact analysis • Role in ITSM • Source of truth for IT infrastructure and devices • Enables reports and analytics for continuous service improvement • Integrates with Incident, Change, and Problem Management disciplines The Configuration Management Database (CMDB)
  • 10. • Example Configuration Items (CIs) • Computers (e.g., Laptops, Desktops, Servers) • Mobile Devices (e.g., Tablets, Phones, Hotspots) • Software (e.g., Operating Systems, Applications) • Licenses (e.g., Software Keys, Hardware Warranties) • Network Devices (e.g., Switches, Routers, Access Points) • People & Organizations (e.g., Departments, Teams, Titles) • Offices & Locations (e.g., Region, Time Zone, Address) CMDBs will likely involve multiple schemas, integrations, and reports The Configuration Management Database (CMDB)
  • 11. Implementing and Using a Service Catalog Live Demo in Jira Service Management (JSM)
  • 12. • Develop a clearly-defined and contextually- appropriate Service Catalog • Adopt a powerful yet easy-to-maintain Configuration Management Database (CMDB) • Integrate these with your IT Service Management (ITSM) tool of record • Jira Service Management (JSM) offers all these capabilities out of the box! Key Takeaways
  • 13. Connect with our speakers on LinkedIn! Clayton Chancey Check out Cprime upcoming webinars, read our blog, download whitepapers/case studies & more: cprime.com/resources Share with us what topics you are interested in, ask us questions or give us feedback! learn@cprime.com Keep the Conversation Going…
  • 14. Share in the conversation & keep updated on thought leadership, events & more! on LinkedIn, Twitter, Facebook, & YouTube Follow Us on Social Media
  • 15. QUESTIONS? cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK) Questions?
  • 16. QUESTIONS? cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK) Thank You cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)