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

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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

Technology

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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…

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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)
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cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)

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Improve your agility by moving towards automation and streamlined processes between your IT and dev teams. ITSM with Jira Service Management (JSM) can help optimize your processes and significantly reduce manual touch points, while change management minimizes risks and disruptions to your IT services. This is the first part in a series where we cover change management with Jira Service Management in depth. Join our ITIL-certified experts to learn how to manage changes to your software or infrastructure using Jira Service Management so that you accurately understand the impact and scope of changes up and downstream. Explore: • How to get started with change management • A demo of change management features in JSM • Change management best practices and tips

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The journey to agile maturity is neither fast nor straightforward. What do you need to know? What challenges might you face? Which tools will best meet your organization where it's at? Learn: - Common maturity elements of Phase 5 of agile maturity (The Scaling Agile Enterprise) - Challenges you may face in the last phase of your agile maturity journey and how to overcome them - How Jira Align’s features and functionality can support your Agile enterprise - How to utilize custom-tailored solutions to meet your specific needs

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With the current market emphasis on Atlassian Cloud migrations and Jira Service Management (JSM), we’ll get you ready for take off as we delve into the complexities of successfully migrating an existing CMDB (or implementing a new one) in the Atlassian Cloud. In this webinar, we provide concrete examples and best practices to help guide your successful migration of Configuration Management Database (CMDB) from an on-prem architecture to a cloud architecture while highlighting the importance of design considerations for discovering and categorizing assets, various IT configurations, and integrating with JSM for effective Incident, Change, Request, and Problem Management. Learn: - Challenges and considerations of migrating an existing CMDB (or implementing a new one) in Atlassian Cloud - Examples and best practices for a successful migration of your CMDB to a cloud architecture - Benefits of a JSM integration

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The journey to agile maturity is neither fast nor straightforward. What do you need to know? What challenges might you face? Which tools will best meet your organization where it's at? Explore what you should expect to see across the five phases of Agile maturity. In part 2 of this series, we will focus on Phase 3 and 4. We'll share valuable advice about negotiating the turns, avoiding roadblocks, and enjoying the ride in your agile maturity journey. Plus, we’ll talk about the optimal tools to support you—enterprise product management software, like Atlassian Jira Align. Learn: - Common maturity elements of Phase 3 of agile maturity (The Scaling Agile Organization) and Phase 4 of agile maturity (The Agile Enterprise) - Challenges you may face in your agile maturity journey and how to overcome them - How Jira Align’s features and functionality can support scaling

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

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)

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