Integrated CMDB

OTRS ITSM, with its integrated Configuration Management Database (CMDB), allows IT administrators to define, modify and manage the full range of hardware, software and other IT components. This enables rapid identification, analysis and resolution of problems while minimizing the risk of downtime and damage.

Feature

Description

Configuration Management Database

  • Quick and intuitive recording of all IT assets, including hardware, software, networks, contracts, SLAs, and more
  • Extend the pre-defined CI-classes and create custom ones
  • Verification of CI completeness and correctness

Manage dependencies and relations

  • Assign services to their supporting CIs
  • Create associations between CIs, tickets, documents, contacts

Cross-process integration

  • Cross-process integration to share detailed configuration management data with IT managers, service desk agents, technicians and customers
  • Color coded CI status tracking
  • Speedy troubleshooting with the right information viewed by the right people
  • Real-time CI monitoring allows tracking change status and requests

Reporting

  • Powerful real-time reporting on CIs and their relationships to incidents, problems and changes
  • Pre-defined reports on common CI-related figures
  • Analysis of current CIs' configurational status' and CI-history

Audit trails

  • Auditable storage on CIs and their change history
  • Unalterable storage of configuration data
  • Automatic logging of time stamps, status changes and user data