- Admin Manual (HTML)
- Admin Manual (PDF)
- ITSM Manual (HTML)
- ITSM Manual (PDF)
- Developer Manual (HTML)
- Developer Manual (PDF)
- Appliance Manual (HTML)
- Appliance Manual (PDF)
- API Reference (HTML)
Table of Contents
- The OTRS::ITSM database model
- Services, at the core of everything
- Service levels and service level agreements
- Configuration items
- Documents and knowledge database
- Changes and amendments to the data model
- Ticket types and attributes
The configuration management database (CMDB) is not a database in the technical sense but a conceptual IT model, which is indispensable for efficient IT service management. All IT components and inventories are managed in the CMDB. Configuration management exceeds asset management, often incorrectly used as a synonym, as it does not only document assets from a financial point of view, but captures information regarding the relationship between components, specifications or their location. Thus IT support can quickly access information on the interdependence of IT services and the IT components (= configuration items = CIs) necessary for them.
According to ITIL, a CMDB must feature the following functionalities:
manual and, where applicable, automatic recording and modification of configuration items
description of the relationship and/or interdependence between CIs
change of CI attributes (e.g. serial numbers)
location and user management for CIs
integration via the ITIL processes represented in the system
OTRS::ITSM meets all requirements stated above and offers numerous additional IT support functions in the CMDB.
The modular architecture of OTRS::ITSM and the ability to install single OTRS::ITSM packages independently, make it difficult to display a complete database model in a single graphic. For this reaeon, separate graphics will be provided for the OTRS framework and for ITSM packages which change or extend the database scheme.
For better readability, the diagram can be found at http://ftp.otrs.org/pub/otrs/misc/otrs-2.3-database.png.
For better readability, the diagram can be found at http://cvs.otrs.org/viewvc.cgi/*checkout*/GeneralCatalog/doc/general-catalog-database.png?revision=1.1.
For better readability, the diagram can be found at http://cvs.otrs.org/viewvc.cgi/*checkout*/ITSMCore/doc/itsm-core-database.png?revision=1.1.
For better readability, the diagram can be found at http://cvs.otrs.org/viewvc.cgi/*checkout*/ITSMConfigurationManagement/doc/itsm-configuration-management-database.png?revision=1.1.