Sheet BEA-03 · ITSM Manual
Visibility, CMDB & Experience
Configuration items, the device bridge, problems and knowledge, and experience reporting.
CMDB
The CMDB holds configuration items, their relationships and the business services they support. A new tenant starts with none. Until you add them, a ticket cannot name the affected service, change collision checks have nothing to compare, and a major incident cannot say what is down.
Device bridge
The device bridge shows the requester’s managed devices on the ticket, pulled from Intune, Cadres Relay, Jamf or Nexthink, with OS version, compliance state and last check-in.
Problems and known errors
Open a problem when incidents recur, then work it through root-cause analysis, fix and verification. Record the workaround as a known error while the root cause is open. Every major incident review creates a problem automatically.
Knowledge capture
Beacon runs knowledge as a loop. Agents capture an article when they resolve a ticket. The portal suggests articles at intake to deflect tickets. Reports show which resolutions produced no article, and review queues flag articles that have aged.
Experience reporting
The XLA scorecard is built from the ticket timeline and measures whether the requester got help. SLA reports measure whether the process ran on time. Agents with fewer than five resolved tickets in the window get no score. Every number opens the tickets behind it.