One Call = One CI

[mnsmith]

Hello

Here's a little config question for the experts:

When a user rings the service desk to report an incident with their desktop, the corresponding CMDB entry for that desktop is linked to the call in our Service Management tool via the CI field. If that incident requires the replacement of the desktop with another one, should the second desktop CI also be linked to the call? If so, how can I do this in a tool that only allows one CI to be linked to each call?

I've just taken over as Change/Config manager and I've found that desktop CIs are being updated or created without a corresponding incident/change. After a bit of digging, I found that it's because the techs believe that new desktop CI cannot be linked to the corresponding call.

Thanks
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Mick Smith
Change, Configuration and Release Manager

[UKVIKING]

this is not a itil question but a poorly designed tool complaint

grin

I dont know what the tool is but can there a ticket that is linked to another ticket?

If ticket #1is the service / incident request for the bad pc,

can a new ticket be linked to that ticket and the new ticket linked to the new ci ?

In addtion, you should look at this from a break fix situation where PC100 is broken and replace like for like with PC101a

You should look to see how the CI data strcuture for the PCs are designed
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter