Welcome to your tour of easycmdb. Copyright Tech Inventions Limited

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Lee McKenzie
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1 Welcome to your tour of easycmdb Last updated: 28 January 2008

2 Contents 1. Overview 2. Configuration Management 3. Incident & Service Management 4. Change Management 5. Support & Maintenance

3 1. Overview

4 Centralise your Configuration, Change, Incident & Service Management!

5 What is easycmdb? More than a CMDB! easycmdb is a full-featured featured IT Service Management product which addresses the ITIL areas of Configuration, Change, Incident, Problem and Service Management on top of strong CMDB design. Support for partitioning of CMDB data to represent separate customers 100% web based application (no plug-ins or client-side s/w) Runs as Software As A Service (SAAS) or in-house on your hardware Supports Windows, Linux and Solaris platforms Includes web service API for integration with external systems Fast deployment and setup Limited training required, intuitive interface Customisable database schema, dynamic forms and changeable graphics Ongoing improvements supplied to customers monthly

6 easycmdb data Configuration Item (CI) types supported: Applications, Data Stores, Devices, Documents, Locations, Networks, People, Racks, Software Products. Each CI type can have many subtypes defined. (e.g. Router, Switch) Definition of Support Groups, Services, Projects & Releases Support for arbitrary grouping of CIs into Collections (e.g. Environment) Incident (Fault, Problem, Known Error, Service Request), Change (RFC) and Task records Flexible relationship linking capability with diagram output. Quickly establish dependencies between CIs Extend the database schema to cater for your specific requirements

7 2. Configuration Management

8 CI Types & Subtypes Each CI Type has a configurable number of subtypes Each subtype can have unique attribute set

9 Relationships Link CIs together to show relationship to other CIs including Location, Device connectivity, installed software Define your own relationship types and record detailed information against each relationship.

10 Expand a CI record to see its relationships for an immediate assessment Do the same with incident and RFC records

11 View relationship data in diagram form Optionally implement your own graphic images Expand diagram at any point to reveal lower relationships

12 Record detailed information about each of a Device s interfaces, which can be entered manually or imported.

13 Relationships can be imported for convenience. Support for complex relationships including firewall rules, TCP connections, File transfers, Device Device connections

14 For Device connectivity, record the inbound and outbound interfaces including port & protocol information Conduct IP address ping and DNS lookup tests directly from application.

15 easycmdb includes an extensive schema of attributes for each CI type. Hundreds of dropdown lists whose values can be customized to suit your requirements.

Configure different attributes for different CI

16 Add or remove attributes from the schema as needed. Database tools included. No DBA skills required! Configure different attributes for different CI subtypes. E.g. Device Switch different to Device PDA

17 Full version history when saving CI records with linkage to RFC and entry of notes. Compare CI versions to reveal attribute changes, plus system audit log records all CI adds, changes, deletions and link operations.

18 Build database search queries and save them for frequent use. Choose the attributes and the order in which to display them. Generate PDF report or CSV export of results quickly & easily.

19 Capacity management including Rack layouts, heat and power capacities

20 Lots of pre-defined views for quick access to information, plus add your own Configure users with unique data views based on their role.

21 Output relationships in PDF diagram or listing format

22 Wide range of standard reports that are continually expanding Can also use external Report Writer via ODBC for custom reports.

23 Upload Documents of any type or link to them externally via URL. Associate Documents to one or more CIs, Incidents or RFCs

24 Store people and their relationship to your infrastructure. Multi-level access enables finegrained access to CMDB. Import users directly from Active Directory or other LDAP store and use directory passwords for logging into easycmdb.

25 Import CSV data quickly and easily to create and merge with CI records. Or use the Web Service to synchronise with external systems.

26 Lookup Value Maintenance enables you to define values of majority of dropdown lists in easycmdb Relationship Editor enables you to define your own relationship pairs for linking CIs

27 3. Incident & Service Management

28 Comprehensive ITIL compatible Incident Management lets you create Incidents to record Known Errors and Problems with links to affected CIs. Create Incident Templates to facilitate Service Requests, with custom embedded forms, pre-defined Tasks and CI linkages.

29 Group Services logically, and link them to the associated CIs Define your Services with default incident assignments, escalation and SLAs according to your Service Catalog

30 Incident Dashboard shows incident counters by type plus personal assignment records and overdue faults.

31 Define your own forms to capture information during creation of a Service Request.

32 End user access level for creating/viewing own incident and RFCs. Anonymous access to Incident detail using secure URL included in notifications.

33 Automated notifications throughout Incident and RFC life-cycle based on customizable templates

Send e-mail directly to easycmdb to create or resolve incident records

You can Cc: easycmdb on customer correspondence so a full record of all

34 Send directly to easycmdb to create or resolve incident records including attaching Documents and appending notes. You can Cc: easycmdb on customer correspondence so a full record of all communication is recorded against an Incident. Update notes of any CI record via with full HTML support

35 See at a glance the Change and Incident history for any CI

36 Define specific Tasks for Changes and Incidents with separate assignments to track all activity and time spent. Define dependencies between Tasks, automated & automated reminders.

37 The Active Log can be used to identify matching incidents or Known Errors to create child Incident records easily. Build up your own FAQ database for storing answers to those commonly asked questions.

38 4. Change Management

39 Comprehensive ITIL compatible Change Management lets you define RFCs, project-based CABs and link with affected CIs. Automated notification to Owner, CAB and assignees.

40 Link RFCs to the CIs that will be affected, the assigned groups & People, and define child tasks that can be individually assigned.

41 Record implementation duration, costs Specify if outage required, and if time chargeable to customer Total time and cost rolled-up from associated Tasks when RFC is closed.

42 Define Change Templates with linkages to associated CIs and subtasks for repeated use. Change Templates can be configured as pre-approved and scheduled for autocreation using task scheduler.

43 Dashboard shows RFC counters by priority plus personal assignments and RFC awaiting review or approval.

44 Define your Projects with associated RFC defaults for assignment, classification & priority. Link Projects to the CIs they use and the People involved.

45 Special Project relationship allows exclusive or shared booking of CIs with auto conflict resolution by date.

46 Optionally define review step prior to CAB approval with reviewers chosen based on Project, affected CIs and impact. Configurable status change cycle of RFC from inception to closure. Draft > Requested > Accepted > Reviewed > Approved > Complete > Closed Rejected Reversed

47 Multi-level RFC approval mechanism allows separate approver groups according to impacted CIs. Each approver can restrict their involvement according to minimum impact, urgency & priority of RFC

48 Produce graphs of incident and change statistics in a variety of formats to visualise trends.

49 Fully customizable Portal pages for RFC and Incident creation can be placed on your network to blend in with your existing applications.

50 The Event Calendar can plot Changes, Incidents and important CI dates on the Calendar for forward-planning and historical analysis.

51 Support & Maintenance

52 Submit support requests directly from online help into our database using auto-populated form.

53 Comprehensive product documentation including User Guides, Examples and Guidelines which are regularly updated.

54 Monthly updates contain new features and are easily applied to your installation. Customer suggestions regularly included in future updates so all benefit.

55 We pride ourselves on personal support and put our customers first! "easycmdb has given us a 360 degree view of our IT operations and driven best practice across the organisation.. A fantastic product!" - Jim Yiapanis, Lonely Planet, AUSTRALIA Once the ITIL light really goes on, the value of easycmdb is unbeatable" - Andy Carnahan, Wingecarribee Shire Council, AUSTRALIA "We passed our ISO audit with flying colours using easycmdb as the heart of our operations" - Robin Hunter, E-MIS UK "easycmdb is a 'methodology-embedded' embedded' tool that helps us to provide best services to our customers." - Laurent Martin-Desile, Catalina Marketing FRANCE "An excellent fit for our needs, and fantastic help and support." - Jim Macura, Perfect Image UK

56 You ve scratched the surface, now try it for real. Contact Tech Inventions Limited Web: Phone:

Change Management MANDATORY CRITERIA

Change Management MANDATORY CRITERIA MANDATORY CRITERIA 1. Does the tool facilitate the recording and storage of Request for Changes (RFC) in an easily accessible format? Comments: Yes. The recording tool provides easy input formats. Main