INFO: Configuration Management Reference Documents

This article contains links to a variety of documents regarding the Configuration Management process at Mass General Brigham (MGB).

Configuration Management FAQ

KB0031949

Provides answers to frequently asked questions to a wide range of Configuration Management topics.

Configuration Management Overview

KB0033791

Provides an overview of the Configuration Management process at Mass General Brigham.

Proposing New Configuration Items - For Applications and Servers

KB0038690

Provides step-by-step instructions for requesting the addition of new application and server Configuration Items.

Using the CI Import Template - For PCs and Tablets

KB0039069

Provides an Excel spreadsheet for adding one or more Configuration Items for PCs and Tablets.

Configuration Management Import Template

KB0026415

Provides an Excel spreadsheet for the bulk addition of Configuration Items for applications and servers.

CMDB Coordinator Role and Responsibilities

KB0025558 

Lists the role and responsibilities of the CMDB Coordinator at Mass General Brigham.

CMDB Coordinator Role and Responsibilities - Data Center

KB0035922

Lists the role and responsibilities of the CMDB Coordinator for the Data Center at Mass General Brigham.

Reviewing Assets

KB0030950

Provides instructions for reviewing assets and Configuration Items (CIs) for you and your team.

Managing AllWays Health Partners (AWHP) Laptops

KB0034072

Describes the process for managing laptops for AWHP using ServiceNow. This process is different than the process for managing MGB desktops and laptops, which is supported by the warehouse task process. AWHP laptops must be manually maintained as described in this document until all devices are retired.

Reviewing the Impacted CIs Tab

KB0034287

Provides instructions for reviewing the Impacted CIs tab for Incident, Problem, and Change Records.

Subscribing and Unsubscribing to Configuration Items (CIs)

KB0020606

Provides instructions for subscribing and unsubscribing to configuration items (CI) in ServiceNow. Doing so allows you to receive notifications via email whenever a significant change is made to this CI.

Customizing Your View of Configuration Item Relationships

KB0032972 

Provides instructions for customizing your view of the logical relationships between Configuration Items (CI) in ServiceNow.

Configuration Items Managed within the Configuration Management Database (CMDB)

KB0034167

Provides a listing of the classes of CIs that are managed by MGB. It also provides a link to a report with classes as well as the specific CI included with each class.

Identifying and Maintaining Application and Server CIs

KB0034181

Provides instructions for identifying and maintaining application and server Configuration Items (CIs).

Managing Configuration Items Using the ITSM CMDB Dashboard

KB0028523

Provides information for working with the ITSM CMDB Dashboard to manage configuration items (CIs) for you and your team.

Configuration Management Reports - Accessing and Definitions

KB0034417

Provides a listing of our Configuration Management reports, a short description of how they are used, and how to access them in ServiceNow.

Virtual Care Configuration Items and Automated Processing

KB0037350

Describes new Configuration Items (CIs) that should be used to enter incidents and requests in ServiceNow related to Virtual Care. It also describes how these tickets are automatically sent to the proper assignment groups using location-based routing (LBR), Epic Department routing (Community Physicians Organization providers), and inbound email actions.

Closing Device Work Orders in ServiceNow

KB0034191

Provides IS technicians with instructions for closing work orders when replacing or deploying devices. Doing so ensures that the status of the device is updated to "Installed" status in ServiceNow when the work order is closed.

Device Scanner Tool

KB0034558

Provides information regarding the device scanner tool used to gather workstation and printer data from various data sources and display them in a data grid.

ERIS/HBTRAC ServiceNow Workflow

KB0035509

Contains the standard operating procedure used for completing ServiceNow requests between ERIS (Enterprise Research Information Systems) and HBTRC (Harvard Brain Tissue Research Center).

  - Indicates that the associated KB article includes a training video.

Go to KB0028523 in the IS Service Desk

Related articles