Service Asset & Configuration Management
In any IT environment, the failure of a piece of hardware (such as a server), or application (such as a database service) will often have a cascade effect, manifested as failure of other systems, and resulting in a loss of service that impacts employee productivity. The ability to quickly identify the services and customers affected enables immediate intervention by service desk staff and ensures that the customer's expectation is managed effectively.
Configuration Management Database (CMDB)
The CMDB is the backbone of the service desk, and is used to define the IT services provided to the business and the relationship of the service to each Configuration Item (CI). Supportworks ITSM includes a comprehensive CMDB with fully-definable multi-dimensional relationships. Configuration Types are easily defined, enabling tight control and management of the enterprise. Supportworks ITSM allows comprehensive detail to be recorded against every CI, including technical, financial and supplier information.
Impact Analysis with Visual Configuration Manager
Changes made to a CI can sometimes fail to account for Services that are dependent upon that CI. The impact of change is only discovered afterwards, when customers report incidents to the Service Desk. Supportworks Visual Configuration Manager (VCM) provides a graphical user interface for management of the CMDB. By visually emulating the failure of a Service or CI, the impact of the change or failure on dependent Services or CIs is immediately visible, allowing proactive assessment prior to implementation.