Unlocking the Potential of JSM: CMDB customization for managing Business Services, Applications, and Infrastructure assets

In the realm of IT Service Management (ITSM), having a well-structured Configuration Management Database (CMDB) is the cornerstone for maintaining operational excellence. Jira Service Management (JSM) takes this one step further by integrating its powerful Assets module to help teams manage Configuration Items (CIs) effectively.

This article outlines a practical guide to implementing and customizing CIs in JSM, focusing on Business Services, Applications, and Infrastructure. We'll explore input capture options and share valuable references to help you get started.

1. Customizing Configuration Items (CIs): A Step-by-Step Example

Why Customize CIs in JSM?

Every organization is unique, and so are its CIs. From tracking Business Services like "Online Banking" to linking infrastructure components such as servers and network devices, tailoring your CMDB ensures it meets your operational and compliance needs.

Object Schema Design

The foundation of JSM’s CMDB lies in well-designed object schemas. Here is an example of how to define object types:

Business Service:

Attributes:

• Service Name: e.g., "Online Banking"
• Service Owner: e.g., "John Doe"
• Criticality: e.g., High, Medium, Low
• Applications: Reference to Application Object Type

Application

Attributes:

• Application Name: e.g., "SAP"
• Version: e.g., 2.3.1
• Environment: e.g., Production, Staging
• Infrastructure: Reference to Infrastructure Object Type

Infrastructure

Attributes

• Hostname: e.g., db01.corp.local
• Type: e.g., Server, Network Device
• IP Address: e.g., 192.168.1.10
• Applications: Reference to Application Object Type

How These CIs Interact

• Business Service references Applications.
• Applications reference Infrastructure.

This structure provides a clear view of dependencies and impacts, which is crucial for effective incident and change management.

Steps to Implement in JSM

1. Create Object Schema: Navigate to Assets and create a schema named "IT Service Management CMDB."
2. Define Object Types: Add object types for Business Service, Application, and Infrastructure.
3. Populate Data: Use manual input or CSV imports for initial data population.
4. Establish Relationships: Configure reference attributes to link related objects.
5. Enable Ticket Integration: Add custom fields to JSM tickets, allowing agents to link CIs directly.

2. Input Ingestion

Capturing CI data efficiently is essential. Here are some methods to consider:

1. Manual Input

Ideal for small-scale implementations. Teams can manually add data via the JSM Assets interface.

2. CSV Import

Bulk import data using prepared CSV files. For example:

Application Name,Version,Environment,Infrastructure
SAP,2.3.1,Production,db01.corp.local        

3. Scripting and Automation

Automate CI management using the Jira Assets REST API. For example, you can create or update CIs programmatically:

{
  "objectTypeId": "123",
  "attributes": [
    { "objectTypeAttributeId": "456", "value": "db02.corp.local" },
    { "objectTypeAttributeId": "457", "value": "Server" }
  ]
}        

4. Automatic Harvesting

Integrate JSM with discovery tools like Insight Discovery or AWS connectors. These tools can automatically populate your CMDB with data from:

• Cloud platforms (AWS, Azure, GCP).
• On-premises servers and devices.

5. Screens and Forms

Customize JSM request forms to capture CI-related data directly from end users. For example, a "Service Affected" dropdown can list available Business Services.

3. References

Here are some resources to guide your journey:

1. Atlassian’s Guide to Asset and Configuration Management : Getting Started with Assets in JSM
2. Advanced CMDB Setup Tutorial : YouTube: Advanced CMDB in Jira Service Management
3. Customizing JSM Fields : Guide to Custom Fields in JSM

Conclusion

Customizing your CMDB in Jira Service Management is a transformative step toward better IT operations. By tailoring CIs to represent your organization’s services, applications, and infrastructure, you’ll gain valuable insights into dependencies and improve incident resolution times.

Start small, scale gradually, and leverage the tools and resources provided by Atlassian. With the right implementation strategy, your CMDB can become the backbone of your ITSM practice.