Managing configuration items

A configuration item (CI) is a physical, logical, or conceptual entity that is part of your IT environment and has configurable attributes.

Some CI types are virtual, while others are physical and include hardware and software. The Service CI type is an example of a virtual CI. In this context, a service can be provided from one business or organization within a business to another. Service CIs can include customer support, employee provisioning, web farms, storage, and so on.

You can use the information in CIs to diagnose user problems and to determine whether a change to a CI or the IT infrastructure must be made. For example, if a user has a printing problem, you can check the printer's CI to see whether the printer is down.

To record information against CIs (such as CI unavailability) or to relate a problem investigation to a CI, the CI must be recorded in BMC Helix CMDB. If you do not have BMC Helix ITSM: Asset Management, BMC Helix ITSM: Service Desk provides limited ability to manage CIs and inventory.

To manage configuration items, including creating and modifying CIs and managing inventory for bulk and non-bulk CI's, you do not need a BMC Helix ITSM: Asset Management license. However, if you are running BMC Helix ITSM: Asset Management, you can access additional functionality (if you have Asset Admin or User permissions and a AR System fixed or floating license). See the BMC Helix ITSM: Asset Management Key concepts page for more information about BMC Helix ITSM: Asset Management functions.