A configuration item (CI) can result in an incident. Use dependency view to identify
other configuration items (CIs) that are affected by the CI that resulted in the
incident.
Before you begin
Role required: Itil, itil_admin sn_incident_write, or admin
About this task
Often, an incident is related to one or more specific configuration items (CIs). If
the configuration management database (CMDB) is populated, the CI records hold
valuable information to help resolve incidents. You can associate configuration
items to an incident to see how the incident affects dependent CIs.
Use the Configuration Item field when a single CI is the cause
of the incident and use the Affected CIs related list when
multiple CIs are affected by the incident. For example, suppose a load-balancer in a
data center is no longer operational. The Configuration Item
field lists the specific server which is out of memory. The Affected
CI related list contains the load-balancer, the data center, the
servers that depend on the load-balancer, and business services that are impacted by
the missing server.
Procedure
On the Incident form, associate the CIs.
From where
Action
Configuration item field
Select the lookup icon () beside the field and select the CI.
Affected CIs related list
Select Add at the top of the list.
Select the CI to associate.
Select Add Selected.
Right-click on the form header and select Save.
Select the dependency views icon () beside the Configuration item field.
The Dependency Views map opens in a new tab or window.
To see items that this CI affects, select the down arrow and then select View Affected CIs.
To add another affected CI to the incident, select the down arrow beside the CI and then select Add Affected CI(s).
) beside the field and select the CI.
) beside the Configuration item field.
The Dependency Views map opens in a new tab or window.