A streamlined and optimized ITSM practice offers tremendous benefits to your IT teams and your entire organization. But, the vital ITSM practice of change management can still be challenging for many. In this webinar, we take those ideas a step further by incorporating a service catalog and configuration management database as tools to help standardize the change management process and further minimize disruptions. When you log off, you’ll understand: -The role of a Service Catalog in ITSM -How to create and curate an effective Service Catalog -How to build and manage a Configuration Management Database (CMDB) -How to best leverage CMDB for service improvement

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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
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15. QUESTIONS?
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Questions?

16. QUESTIONS?
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Thank You
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