Maintaining the SCIM Hierarchy


Overview

Tasks

SCIM Hierarchy Examples

Included with

Tivoli Problem Management

Overview

SCIM Hierarchy

Information on the products your help desk supports is organized into a hierarchy composed of four levels: system, component, item, and module. These four levels are collectively called the SCIM. Each product your help desk supports should have a corresponding SCIM definition.
SCIM hierarchy levels The SCIM hierarchy is composed of these levels:
SCIM Level Description
System System is the top level of the SCIM hierarchy. A system represents a collection of components. Each system has a unique identifier, which is used to designate that system throughout Tivoli Problem Management.

A personal computer and a benefits package are both examples of systems.

Component Component is the second level of the SCIM hierarchy. Components are the basic building blocks of systems. A component is a general category of devices, such as monitors, CPUs, and printers. As with systems, components must have unique identifiers. A component, however, can be used in the definition of more than one system.

As you define the SCIM hierarchy, do not refer to specific brands, versions, or models of products in the system and component levels. For instance, "Monitor" is a valid component, but "IBM P92 Monitor" is not. An IBM P92 is an actual monitor model, while "Monitor" simply is a description of the device used to view the output of a computer. In a similar vein, "Application" is a valid component because it describes a concept and cannot be specifically purchased. "Tivoli Problem Management," however, is not a component because you can actually purchase this product from a vendor. Instead, specific products are defined at the item and module levels. Monitors, computers, and printers can be components of a "personal computer" system.

Item Item is the third level in the hierarchy. This level is where specific brands and models of products are entered into the hierarchy. Each component can have any number of items.

Each item is one specific example of a component. For instance, a "Monitor" component can categorize many items. Each of these items is a different type of monitor, such as "IBM P92," "NEC 5-D," and so on.

Because the item level of the hierarchy specifies equipment that can be purchased, a vendor can be associated with every item.

Module Module is the bottom level of the hierarchy. A module is a part of an item that can experience a problem.

Just as a system consists of components, each item can consist of several modules. For example, a word processing application can be comprised of several modules: graphics, printing, editing, and so on. These modules cannot be purchased separately. Therefore, they are appropriately defined at the module level.

How Tivoli Problem Management Uses the SCIM Tivoli Problem Management uses the SCIM hierarchy during these functions:
Tivoli Problem Management function How the SCIM is used
Call registration Information on supported products is used to complete the System, Component, Item, Module, and Problem Type boxes in the Call Registration dialog box and Call Dispatch dialog box. These boxes provide a general classification of the problem.
Problem management Each problem record contains SCIM and problem type information. This information aids in problem resolution and can also be used for reporting purposes.
Diagnostic Aids HyperTrees use the SCIM to determine where to start in the HyperTrees diagnostic process. Hot News, Common Problems, and Error Messages Diagnostic Aids use the SCIM and location information to perform searches for solutions when a help desk analyst chooses Diagnose in the Call Registration dialog box or chooses Diagnostics in the Problem Status dialog box.

SCIM Hierarchy Examples

Hardware example

The following table shows an equipment structure that can be put in place for the support of computer hardware. No modules are included in this structure. Many times, when the pieces of equipment that make up the entries in the Item level are fairly discrete, no module information is needed.
System level Computer
Component level Monitor Video Board System Unit
Item level NEC3D
IBM P92
NANAO T5601
VGA Wonder
Super VGA
Orchid PRO IIS
GP6-300
IBM PC 300PL
AST 586

Software example

The next table shows an equipment structure that can be used for the support of software applications. This example includes the use of module information.

Lotus 1-2-3 is one of the items that is divided into several modules. The printing and graphing modules cannot be purchased separately; therefore, they cannot be considered separate items. Nevertheless, it can be very important from a reporting and diagnostic standpoint to supply this information during call registration by specifying the Module level of the SCIM hierarchy.

System level Applications
Component level Operating System Proprietary Spreadsheet
Item level DOS
OS/2
Purchasing
Accounts Payable
Lotus 1-2-3
Module level none none Printing
Graphing
Export
Formulas
Basic

Tasks

Identifying your SCIM hierarchy

In order to use the problem management and diagnostic features of Tivoli Problem Management, you must identify the SCIM hierarchies supported by your organization and record them. These steps simplify this process:
  1. Start at the item level.

    Identify all of the items that your organization supports. Items are specific objects or products. They usually have part or model numbers. For example, your organization could support XYZ PCs, BIG PCs, ABC Modems, FGH Monitors, RLM Monitors, Spreadsheet Xmaker, and so forth.

  2. Group items into categories called components.

    Continuing the example in step 1: the XYZ PCs and the BIG PCs can be categorized as CPUs. CPU is a component containing the items XYZ PCs and BIG PCs. Similarly, Monitor can be a component containing the items FGH Monitor and RLM Monitor.

  3. Group components into systems.

    Systems identify a group of related components. For example, Computer can be used to classify the system of CPUs and Monitors described in step 2.

  4. Identify modules.
    • List all of the items identified in step 1.
    • Identify parts of the items that can experience uniquely identifiable problems.
    • Record these parts of an item as modules in the SCIM. For example, RAM, Hard Disk, and Video Card can be identified as modules of the XYZ PC.

When you complete these steps, you will have identified several SCIMs supported by your organization. You are ready to record this information in Tivoli Problem Management. To do this, see Maintaining Systems.

Managing SCIM records

The SCIM hierarchy determines the order in which you create SCIM records. You must add a system before you can add the components that make up that system. Similarly, you must add a component before you can add the items that belong in that component category.

To access existing SCIM information, you must also work your way down the hierarchy until you locate the desired information. For example, if you want to edit the description of an item, you first select the appropriate system, then select the component, and then select the desired item.

Tip: You always start at the System level when you want to add, edit, or delete any SCIM information.