ServiceTonic | Help Desk Software

IT Asset Management and CMDB

Manage your IT Assets to get the maximum visibility and return on your investment

Have a central repository and relationships of all your assets

Central repository and relationships

The ServiceTonic CMDB (Configuration Management Database) module is essential for effective management of CIs.
Facilitates the creation of relations between the configuration items (CI) and their interactions with the service processes.

Inventory

Do an Inventory and visualize the configuration items (CI) that are part of a service.

Management

Better manage the lifecycle of configuration items (CI).

Changes in assets

Identify and determine the impact of changes and incidents linked to an asset may have.

Locate critical CIs

Locate critical CIs that have repeated incidents.

Quantification of costs

Quantify the costs derived from the use of configuration items (CI) in the resolution of service requests.

Control

Have greater control over stocks, guarantees, amortizations, preventive maintenance, etc.

Optimization

Align the configuration items (CI) of the service to the business objectives.

Integrators

Define integrators to facilitate access to the CI’s details in different sources of truth if you choose a federated CMDB.

How ServiceTonic CMDB Works?

Configuration Management Database (CMDB) is the central repository of all assets involved in managing IT service and it includes different relationships between the assets and relationships between assets and owners/contacts, incidents, problems, or change requests.

Configuration and structure

Customize CIs the way you need them (define types, associate attributes and states, define relationships between them…)

Views on the CMDB

Definition of information:

Define the information to display of each CI and the set of associated elements.

Views on the CMDB

Definition of information:

Define the information to display of each CI and the set of associated elements.

Interactive Graphical View

Graphical representation of the relationships between the different CIs and navigation through an interactive map..

Association of CIs

Associate CIs with:


  • Incidents (affected elements).
  • Requests (used elements).
  • Problem tickets.
  • Contacts to indicate a relationship.

Association of CIs

Associate CIs with:


  • Incidents (affected elements).
  • Requests (used elements).
  • Problem tickets.
  • Contacts to indicate a relationship.

Agent Roles

Define different levels of access depending on the role of the agent to each type of CI and record all actions taken on the CIs (changes of state, modi cations, relationships…), its author and date

Business rules

Apply business rules to CIs such as:

 

    • Notification by mail
    • SMS or visual alerts
    • Change the values ​​of the attributes automatically.

Business rules

Apply business rules to CIs such as:

 

    • Notification by mail
    • SMS or visual alerts
    • Change the values ​​of the attributes automatically.

Importing CIs

Easily import CIs from CSV files to load in the right classes in the CMDB.

Asset User View

  • Users are able to see the assets assigned to them from the user portal
  • One click option to create ticket for any of these listed assets.

Asset User View

  • Users are able to see the assets assigned to them from the user portal
  • One click option to create ticket for any of these listed assets.

Managing Your Business Doesn’t Have to Be Hard