Service Support Manager facilitates configuration management in a variety of ways.
- Repository for configuration items and relationships
- Contextual information about CIs
- Integration with asset discovery tools
- Visual process map
- Reports and audit trails
The built-in configuration management database (CMDB) of Service Support Manager acts as a master repository for all configuration items (CIs) and their relationships. This ensures that company standards are applied and that configuration changes that may cause other problems are quickly detected and acted upon.
In addition, the CMDB informs users about the context of CIs. This knowledge helps expedite incident and problem resolution; it also improves change management.
SSM’s Asset Discovery Connector integrates to common asset discovery tools, including Microsoft System Center Configuration Manager, to automatically update the CMDB based on real-world changes to IT assets.
A visual process map enhances the CMDB, simplifying how you manage CIs, verify adherence to standards and handle exceptions.
Service Support Manager also provides quick access to reports on configuration management processes, audit trails, and ITIL-based metrics that enable your team to gain better visibility and control. This insight also provides guidance around areas for improvement. The reports can be easily modified so that you can take full advantage of CI data.