configuration item vs. category and subcategory
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09-14-2018 12:27 PM
Trying to figure out what is the difference between configuration item vs. category and subcategory in incident management? Also i read CMDB has CI's and category and subcategory as well. How are these category and subcategory different from ones in incident? Really appreciate any help.
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Incident Management
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09-14-2018 12:47 PM
The Category and Subcategory fields in a Configuration Item [cmdb_ci] record are set when the record is first created. From what I can tell, this has the Base table (e.g.; Hardware) and the Class of the record (e.g.; Computer). For Incident management, those fields are used to categorize the type of Incident it is. These categorizations vary from business to business, but is typically used for reporting to know how many of what type of Incidents were raised.
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09-14-2018 12:50 PM
On the face of it, there might be some similarities between CMDB and Categorization but dig a little deeper and they are very different things. CMDB is a massive database of all tangible and intangible assets that an organization might have to that can be configured whereas Category of an incident is for the purposing of reporting and in some cases, proactive problem solving.
CMDB is often classified into various sections/tiers and subsections such as business services, hardware, software, etc but the purpose of this taxonomy is not just for reporting but for various other benefits such as asset tracking, service mapping, change management, problem management, knowledge management, etc. CMDB can provide the data points required to make investment decisions by the business. It can help IT teams identify the most troubled areas and focus on it. I suggest reading further about CMDB before deciding to jump into it since CMDB implementation can have long lasting effect.
Here are some useful resources: https://searchdatacenter.techtarget.com/definition/configuration-management-database
https://docs.servicenow.com/bundle/geneva-it-service-management/page/product/configuration_management/reference/r_CMDBDataModel.html
