IT SERVICE MANAGEMENT
IT Asset Management Software
Get Unprecedented Visibility and Control Over Enterprise IT Assets
IT teams need accurate insight into asset information to effectively manage any process that involves Configuration Items (CIs)–information such as who is responsible for an asset, who is using it, where is it located, when was it acquired, what lease or support contracts are associated, and much more. This information is essential for effective Incident, Problem, Request, Change, and Service Level Management—along with many other processes. And, effective management of assets involves more than just tracking them—it requires management of the entire IT asset life cycle.
IT Asset Lifecycle Management
Request fulfillment is one of the main activities of the service desk, but it is challenging without understanding what assets are currently available—especially when there are multiple back end suppliers. Cherwell provides an IT Asset Lifecycle solution as a downloadable mApp, which governs request through purchase and receiving within Cherwell Service Management. With the solution, end users can request IT goods (assets) through the self-service portal by selecting from the product catalog that can be linked to back end supplier catalog items.
Cherwell Asset Management Integration
Cherwell Service Management integrates seamlessly with Cherwell Asset Management, an IT asset management (ITAM) solution that integrates data related to hardware and software inventory, application usage, software license entitlements, and IT purchases—so IT investments can be effectively tracked from purchase to retirement. With this integration, you can populate the Cherwell CMDB with IT asset data, providing service desk staff with information needed for effective Incident, Problem, Request, Change, and Configuration Management.
ITIL Service Asset and Configuration Management (SACM)
ITIL® Service Asset and Configuration Management aims to maintain accurate information about Configuration Items (CIs) required to deliver an IT service, including their relationships. This information is maintained in one or more configuration management databases (CMDBs) and an is essential for effective Incident, Problem, Change, and Request Management, as well as other key processes. Cherwell meets 100 percent of the PinkVERIFY 2011 requirements for SACM.
Service Integration and Management (SIAM)
Cherwell Service Management natively includes SIAM and Multi-Sourcing Service Integration (MSI) capabilities for managing delivery of services across multiple suppliers. SIAM capabilities span supplier, risk, service level, service portfolio, and portal management activities. Supplier scorecards present real-time information on performance and calculate an aggregated grade.
Multiple Inventory Sources
Non-IT Asset Management
Reflecting the flexibility of the Cherwell platform, the system can be easily extended to track and manage non-IT assets. Cherwell Enterprise Service Management (ESM) solutions such Facilities extend asset management to items such as light bulbs or toner cartridges. The Cherwell IT Asset Management Purchase Request through Receiving solution further enhances non-IT capabilities by tracking parts (e.g air compressor filters) that are generally not tracked in the CMDB.
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Essential Guide 5 min
The Essential Guide to CMDB
This guide will introduce the concept of an ITIL-based Configuration Management Database, along with its purpose, its users, and its benefits. After reading it, you'll be prepared to implement a CMDB for your own organization, with knowledge on how to overcome common challenges, as well as an understanding of what to look for in a CMDB solution.