CMDB

Your IT estate and its relationships, and the tickets that concern it, with the deadlines to meet.

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CMDB lists what makes up the information system: servers, workstations, software, services, known as configuration items, and the relationships that link them. A graphical view shows them, and impact analysis answers the question "if this one goes down, what stops?".

Alongside, a ticket management module (incidents, requests, changes, problems) with service deadlines, workflows, teams and agents. The organization's entities (subsidiaries, sites, departments) are arranged in a tree, and each person sees only the ones that are open to them.

A vault reserved for the organization's compliance department is encrypted in the browser: the server keeps only encrypted text. If all holders lose their key, the data is lost, unless you have the recovery key. CMDB exists only as a web version.

CMDB is in preparation. It will join the Etrebil subscription catalogue when it is released.

Every feature of CMDB

65 features in 10 areas

Configuration items

Lists servers, workstations, network equipment, applications, databases, services, virtual machines and storage.
Numbers each item automatically (CI-001…), with a name, a description, notes and tags.
Tracks its status: active, inactive, planned, in development, under maintenance or retired.
Rates its criticality and its environment: production, pre-production, development or test.
Records the technical identification: host name, fully qualified domain name, IP address, MAC address, manufacturer, model, serial number, version.
Records the lifecycle: installation, end-of-life, end-of-support, maintenance and purchase dates, purchase cost, supplier and contract.
Records the location: place, data center, rack.
Assigns an owner and a responsible team to each item.
Filters the list by type, entity, status, criticality, environment or free search.
Keeps each item's history from its creation and at each change.
Defines its own item types, with icon, color, parent type and custom attributes.

Relationships, graph and impact

Shows an item's relationships on its page: those it carries and those it depends on.
Distinguishes the relationship types provided: depends on, runs on, connected to, contains, uses, is the backup of.
Draws the estate as a graph, with shapes according to the item type, and a view centered on one item.
Leads from each node of the graph to the item's page.
Answers "if this one goes down, what stops?" through impact analysis, with the upstream and downstream items.
Shows only the items of the entities the person has access to.

Tickets

Handles four kinds of tickets: incidents, service requests, changes and problems.
Numbers the tickets, with a subject and a description.
Records priority, impact and urgency.
Moves through statuses such as new, open, in progress, on hold, resolved, closed or cancelled.
Also offers, for changes, approval, planning, implementation and rollback statuses.
Links a ticket to the configuration item concerned, and shows it on the item's page.
Assigns to an agent or a team, and displays "my tickets".
Exchanges comments, public or internal, on the ticket.
Filters by type, status, priority, agent, team or free search.

Service deadlines (SLA)

Defines SLAs with one rule per priority: first response time and resolution time in minutes.
Optionally excludes weekends and public holidays, or counts only business hours.
Provides a standard SLA from the first sign-in: 15 minutes and 4 hours for critical, up to 8 hours and 2 days for low.
Applies the default SLA when a ticket is created and calculates the response and resolution due dates.
Flags on the dashboard the tickets close to their due date.

Teams and agents

Creates teams with a description, email address, manager, parent team, escalation team and color.
Creates agents with job title, department, phone, main team and manager.
Sets for each agent whether they can receive tickets and how many at the same time.
Reserves this administration to the organization's owners and administrators, the other members being agents.

Dashboard

Counts tickets in total, open, mine and close to their SLA.
Counts configuration items, the active ones and the critical ones.
Breaks tickets down by status and by priority.
Displays recent tickets and recent activity.

Entities and access

Arranges subsidiaries, sites and departments in a tree within the organization.
Attaches each item to an entity, or leaves it common to the organization.
Gives each person access to certain entities, access to an entity covering its children.
Lets owners and administrators see all entities.
Keeps organizations separate: you never see another's data.
Switches to view-only without a license.

Compliance department vault

Keeps a vault of content linked to the items, readable only by the organization's compliance department.
Encrypts in the browser: the server keeps only encrypted text and refuses any unencrypted text.
Creates each holder's key in their browser, and also keeps it in a .etrecle file protected by a passphrase.
Has a new holder's access approved by an existing holder, after comparison of the fingerprint.
Immediately revokes the key of a person whose compliance role is removed.
Keeps a company recovery key in an offline file, which the organization's owner can open, with a critical entry in the journal.
Changes the vault key by rotation, with batch re-encryption from a holder's browser, resumable and cancellable.
Sets a rotation reminder when someone who held the key is removed.

Good to know

If all holders lose their vault key, the data is lost, unless you have the recovery key.
Removing a person's access deletes their key from the server but does not take back what they have already decrypted.
The compliance vault requires a secure connection (HTTPS) in the browser.
Relationships between items are displayed, but the web version does not yet have a screen to create them.
Workflows cannot be used today: the designer does not save from the browser.
No trigger starts a workflow yet, even though the instance and task pages exist.
Tickets are not separated by entity: only configuration items are.
CMDB exists only as a web version, and does not expose a public API.

Planned (not available yet)

Synchronization with Active Directory: the tables exist, but no screen or service feeds them.
Automatic import of data from the former desktop database.
Screens specific to changes (risk, implementation, test and rollback plans) and to problems (root cause, workaround): the model exists, the screens do not.
Reading of the CMDB by architecture tools, through an authenticated API.