Configuration Management

Establish and maintain consistency across all assets, so you can better plan, identify, control, account for, and verify configuration items.

Know Your Asset Configurations—and Their IT Impact

Now, Intelligent Service Management provides the configuration data you need to successfully support and manage IT equipment and services.

Take advantage of Service Asset and Configuration Management (SACM), a critical tool for:

  • Resolving incidents
  • Identifying the root cause of problems
  • Assessing the impact of change
  • Building a Service Catalog

Comprehensive Track and Assess

This Information Technology Infrastructure Library (ITIL)-verified module uses information created in a robust Configuration Management Database (CMDB). It provides the connecting links and relationships between tickets, changes, and assets critical for management.

The SACM module manages the monetary value of assets, as well as inventory levels to make sure assets are in stock.  It also maintains location information and how each asset is supported and subject to the appropriate change control.

Using this information, you can:

  • Ensure that an asset is only changed by authorized individuals
  • Determine that maintenance is performed on the correct schedule
  • Enable verification, through audits and reviews

The module supports seven core use cases critical to IT management:

  • Auditing and Compliance
  • Change Governance
  • Impact Analysis
  • Resource Optimization
  • Root Cause Determination
  • Services Mapping
  • Service Performance Planning

Intelligent Service Management’s flexible CMDB helps you meet business needs, too.  By following the same methodology, you can:

  • Track items for a catalog implementation
  • Track assets assigned to employees
  • Assess the impact of a change of equipment, or a relocation

End-to-End Management

This SACM module enables core IT functions, through cradle-to-grave management and support of assets. In addition, the CMDB is fully integrated with Change Management, Service Catalog, Knowledge Management, and Process Automation for end-to-end management across your organization. You gain:

  • Improved Mean Time to Repair (MTTR), due to accurate root cause analysis
  • Reduced risk, from more precise impact of change analysis
  • Improved Service Level Agreements (SLAs) and audit compliance, via accurate knowledge of inventory (versions, rev levels, and model numbers)
  • Reduced cost of inventory, from asset optimization and tighter inventory management

Configuration Management