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Owner or user of configuration item?

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Dan Ioan
Honored Contributor.

Owner or user of configuration item?

Dear friends,
As you know, when we are looking at selected CIs we can't see, in the same view, user (or users)of those CIs due to one to many relation type. When a CI has an unique user, the idea is to use Owner person field (same as user) to get direct information about user in the same custom view. What I try to find out is to clarify the difference between owner and user at OVSD level, taking into consideration following different situations:
1. Unique user for a CI - (same as the owner)
2. Multiple users of a CI(workstation) - who is the owner?
3. No user for a CI (server)- the owner could be a person, an organization, or both?
Should be very useful for me your advices and approach regarding these concepts, that sometime transcend organizational rules.
Best regards,
Dan
8 REPLIES
George M. Meneg
Acclaimed Contributor.

Re: Owner or user of configuration item?

Hello Dan,

We use "owner" with its literaly meaning. For example, consider a computer as a CI. The owner of the computer may be different from the users who use the computer. For example, at your company chances are that the computer is owned by your company (providing you are not use leasing from another company).
menes fhtagn
Dan Ioan
Honored Contributor.

Re: Owner or user of configuration item?

Thanks George,
In our organization the owner of a CI is that person that signed an internal movement document when CI goes from stockroom to different other locations. Indeed, there is another case:
4. No user of a CI(for test environment or trainning purposes) but there is an owner!
Best regards,
Dan

Mark O'Loughlin
Acclaimed Contributor.

Re: Owner or user of configuration item?

Hi Dan,

do you use Service Pages. One thing to note is that if you do and you require people creating calls using service pages they will only be able to select CI's from the CI list that they are down as being the User of within the CMDB.

If the are not listed as the user of any CI's they will not have any to choose from.

if they are listed as the user of CI's then they can select only these when submiting e.g. a service call.
Dan Ioan
Honored Contributor.

Re: Owner or user of configuration item?

Hi Mark,
I remembered your recommandation from another thread, but unfortunatelly, we don't use Service Pages. We have implemented a single entry point (IT HelpDesk) and all service calls are managed by service desk officers based on phone calls and e-mails submited by callers. More than 80% of complains or incidents are not related with CIs used by the callers.
Thanks, again.
Best regards,
Dan
Ruth Porter
Acclaimed Contributor.

Re: Owner or user of configuration item?

Hi Dan,

Just a quick related point; if you do need to find a CI for the caller there is an out of the box action on the left button of a CI on a SC, "CIs used by caller" but there is not a "CIs owned by" so if you want to do that you would need to set up an over action to provide this.

Regards

Ruth
http://www.teamultra.net
Terry A. Moir
Outstanding Contributor.

Re: Owner or user of configuration item?

We based our use on our business rules. Owner of CI is who has financial responsibility for it. We relate CI's to persons if they are personal issue CI's (ie: laptops, cellphones, etc). For reporting purposes showing who is related to what CI, we use a separate reporting tool (Westbury Report Manager). Our business rules are such that when users move offices, they do not (generally) take other equipment with them, like PC's and such. We created a Service Call overview action to show all CI's in same location as caller, to assist our Help Desk pick the correct CI (which can be clicked & dragged to the CI field on a Service Call).

Hope thie helps somewhat...
Robert S. Falko
Acclaimed Contributor.

Re: Owner or user of configuration item?

Dan,

In our organization, the legal owner of the CIs is always a single legal entity, so it would make no sense to use the field Owner to hold a person's name. Instead, we use this field to hold the name of the person responsable for the usage of the CI (as opposed to those responsible for its support, administration, etc.)

For 95% of the PCs, this Owner is also the single user of the PC. For the rest, there are other users of the PC - but one person is always responsible.

The advantage of this is that we can always see the owner of the CI in a table view, which makes life immesurably simpler in 95% of the cases. In addition, we have a little DB rule that makes sure that the person in the Owner field is always also a user.

-Josh
Dan Ioan
Honored Contributor.

Re: Owner or user of configuration item?

Hi friends,
Thank you all for these valuable comments.
I was trying to clarify this concept of CI owner, from other perspectives.
We are using some tools (e.g. TOAD) to get reports about multiple users of CIs or multiple CIs per user. The only reason of "Owner person" field usage (same as CI user) is to facilitate, for other people a direct access in the same view to owner/user information. As Josh said, in 95% the owner is the same with the user (desktops, laptops, local printers). For cost calculation "Owner organization" field will be used to split spending per cost centre.
Thank you all again.
Best regards,
Dan