1. Fundamentals and Benefits of the CMDB in the OTOBO Ticketing System
The Configuration Management Database (CMDB) is the core of modern IT Service Management (ITSM). In the OTOBO ticketing system, it forms the central data basis upon which all processes – from Incident and Change to Compliance and Audits – are built.
1.1 What is a CMDB?
A CMDB is a structured, audit-proof database that maps all relevant Configuration Items (CIs) and their relationships:
Configuration Items (CIs): Physical and virtual resources such as servers, laptops, software, network components, or also contracts, locations, and services.
Relationships: Dependencies and links between CIs (e.g., "Server depends on Network"), which enable a holistic view of the infrastructure.
Through this central repository, the CMDB functions as a "Single Source of Truth" that all ITSM processes can access.
1.2 Role of the CMDB in the OTOBO Ticketing System
In the OTOBO ticketing system, the CMDB is seamlessly integrated into the agent workspace:
CI Zoom View: Multiple tabs (Pages) with individually configurable sections and fields – e.g., Overview, Network, Details, Backlinks.
Dynamic Fields: With DynamicFields, specific attributes (text, dropdown, date, agent lookup, etc.) can be defined for each CI class.
Visual Representation of Relationships: Tree or graph views display parent-child relationships and cross-links.
Revision and Versioning: Every change to a CI is versioned, including "VersionTriggers" for automated actions.
1.3 Benefits and Added Value
1.3.1 Transparency and Clarity
- All assets and their interdependencies are accessible centrally and more easily than ever before.
- Elimination of data silos – IT, business departments, and management work with the same information.
1.3.2 Efficient IT Processes
- Incident Management: Quick identification of affected CIs.
- Change Management: Planning based on real dependencies, risk minimization.
- Problem Management: Root cause analysis thanks to clear CI relationships.
1.3.3 Compliance and Audits
- Audit-proof logs: Every change is documented.
- Audit readiness: Reports and histories at the push of a button.
1.3.4 Scalability and Customization
- Predefined CI classes (e.g., Infrastructure, Software, Workplace, Contract) can be individually extended using the YAML editor.
- DynamicFields allow flexible extension with new attributes without altering the core.
1.4 Summary
The CMDB in the OTOBO ticketing system is more than just a database – it is the backbone of a holistic ITSM approach. It provides:
- A Single Source of Truth for all assets
- Automated and visual support for processes
- Compliance-ready and audit-proof documentation
With the OTOBO CMDB, you create the foundation for efficient, transparent, and scalable IT Service Management.