IT Service Management Solution OTRS::ITSM
Service Asset & Configuration Management
- Efficient management of the consolidated IT infrastructure data
- View CI status at any time
- Quick reaction to failures and service requests
- Flexible reaction to organizational or technological changes
- Predict the impact of configuration changes
- View relationships among assets, CIs, services, incidents
- Efficiently manage changes
- Foundation for process-spanning Incident- & Problem Management
- Configuration Item (CI) import & export
- Provision of data for trend and impact analysis
Manage complexity
The business processes' constantly changing requirements on IT and the ever increasing complexity of the IT infrastructure render the provision of constantly high service quality, measurable on the basis of Service Level Agreements, a difficult task. It can only be accomplished successfully if up-to-date information about the configuration of the IT infrastructure components is to hand at any time.
Key features include
The integrated CMDB/CMS of OTRS::ITSM facilitates the economical and effective management of your IT services. One of the main preconditions achieved by OTRS::ITSM is to identify arising problems regarding CIs (Configuration Items) as early as possible.
Service Asset & Configuration Management document assets from a financial point of view but focuses on the relationship between the individual components, on specifications or location information. It thus reveals to the IT support the interdependencies between the IT services and the IT components (= configuration items = CIs) required for them.
- Recording and management of configuration items (CIs), their relations and interdependencies:
- CI classes: computers, hardware, software, networks
- CIs
- Documents
- Services & SLAs
- Organizational structures
- Management of IT services & agreements in force (SLA, OLA, UC)
- Management of historic, current and future CI statuses, e.g. for problem diagnosis, server maintenance or planned changes
- Analysis of possible impact of service down times and/or prior to configuration changes
- Illustration of virtualized IT infrastructures
- Software license management (third party products required)
- Chronological life cycle management for CIs
- Recording of all configuration changes performed on CMDB data
- Connection to company directories (e.g. LDAP)
- Modification of attributes (such as serial numbers) for CIs
- Location and user administration for CIs
- Foundation for all ITIL processes mapped in the system
