IT Service Management Solutions and the service desk

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The effectiveness of many service desk data repositories today is hampered by poor visibility across the infrastructure, lack of support for process integration and fragmented data systems. To develop these capabilities and include other ITIL processes, configuration management databases or CMDBs have been created.

A successful CMDB provides fully automated support for:
• Discovery of configuration items, run-time configurations and application dependencies.
• The complete set of ITIL processes, with the ability to add new ones in a controlled, consistent manner.
• Integrated processes to increase efficiencies and improve change management. Discrete processes often are combined to perform an action and as a result, processes need to be integrated.
• Federation with the ability to use other data sources without first having to consolidate that data into a single database.
• Reconciliation across multiple data sources to ensure nonredundant data.
This white paper presents the capabilities of IBM Tivoli CCMDB, and describes how Tivoli CCMDB extends the value of the service desk and integrates other essential ITIL processes in support of IBM Service Management.

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