These cookies are required for the website to function properly. They ensure security, enable basic features like page navigation, and store user session data. You cannot disable these cookies.
- IT Service Management
- Data model
The tables behind IT Service Management
IT Service Management ships with 53 tables, grouped here by the feature that uses them. Every record your team works with lives in one of them, and you can add fields and tables in Proto.
- Tables
- 53
- Features
- 6, plus shared settings
- Change it
- Add fields and tables in Proto
How the model is organised
Service work
Incidents, service requests, Changes and Problems point to Services; incident updates and response events preserve the chronology.
Service context
Assets, service asset links and assignment records relate equipment and custodians to service operations.
Review evidence
CAB approvals, Deployments and rollback checks document change decisions and results.
Operating signals
Service outages, service impacts and integration events hold interruption and inbound event evidence.
Guidance
Knowledge articles and article feedback hold owned procedures and reader response.
Every table, by feature
- Incidents
Incidents records for IT service and asset operations.
Linked to Services, Assets, People - Incident updates
Incident Updates records for IT service and asset operations.
Linked to Incidents, People - Response events
Response Events records for IT service and asset operations.
Linked to Incidents, People - Service impacts
Business impact recorded against an incident while service is degraded.
Linked to Incidents, People - Service outages
Outage register for IT services and infrastructure, with restoration evidence.
Linked to Incidents - Problems
Problems records for IT service and asset operations.
Linked to Services, People - Services
Services records for IT service and asset operations.
Linked to People - Assets
Assets records for IT service and asset operations.
Linked to Services
- Service requests
Service Requests records for IT service and asset operations.
Linked to People, Services - Services
Services records for IT service and asset operations.
Linked to People - People
People records for IT service and asset operations.
Linked to Users - Assets
Assets records for IT service and asset operations.
Linked to Services - Asset assignments
Asset Assignments records for IT service and asset operations.
Linked to Assets, People - Provisioning requests
Provisioning Requests records for IT service and asset operations.
Linked to Service templates, People
- Changes
Changes records for IT service and asset operations.
Linked to Services - CAB approvals
Change advisory board decisions recorded against a change.
Linked to Changes, People - Deployments
Deployments records for IT service and asset operations.
Linked to Services - Rollback checks
Rollback Checks records for IT service and asset operations.
Linked to Changes - Services
Services records for IT service and asset operations.
Linked to People
- Assets
Assets records for IT service and asset operations.
Linked to Services - Asset assignments
Asset Assignments records for IT service and asset operations.
Linked to Assets, People - Asset disposals
Asset Disposals records for IT service and asset operations.
Linked to Assets, People - Service asset links
Links between a service and the assets that deliver it.
Linked to Assets, Services - Services
Services records for IT service and asset operations.
Linked to People - Specialty assets
Specialty and regulated endpoints tracked alongside the main asset register.
Linked to Assets - Patch attempts
Patch Attempts records for IT service and asset operations.
Linked to Patch catalog, Assets - Server metrics
Periodic resource samples captured from managed servers.
Linked to Assets
- Knowledge articles
Knowledge Articles records for IT service and asset operations.
Linked to People, Services - Article feedback
Article Feedback records for IT service and asset operations.
Linked to Knowledge articles - Services
Services records for IT service and asset operations.
Linked to People - People
People records for IT service and asset operations.
Linked to Users
- Services
Services records for IT service and asset operations.
Linked to People - Incidents
Incidents records for IT service and asset operations.
Linked to Services, Assets, People - Service impacts
Business impact recorded against an incident while service is degraded.
Linked to Incidents, People - Service outages
Outage register for IT services and infrastructure, with restoration evidence.
Linked to Incidents - Integration events
Inbound integration events received from external source systems.
- Status components
Components shown on the public status page.
Linked to Services - Status updates
Customer-facing status updates published during an incident.
Linked to Incidents, People
Keys and references
A service is the common point of reference for incidents, requests, changes, assets and knowledge. People records identify owners, requesters, responders and reviewers. Keep service names, person records and asset tags stable before moving historical work. An incident may point to an asset and can have many updates, response events, impacts and outage records. A change can have advisory decisions and rollback checks.
Migration order
- Create Users and People, then identify service owners.
- Load Services, followed by Assets and service asset links.
- Bring in Incidents, service requests, Changes and Problems with their references.
- Add response events, updates, impacts, outages, approvals, deployments and rollback checks.
- Add knowledge articles, feedback and integration receipts when their owners can maintain them.
Set up IT Service Management your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.