Welcome to your tour of easyCMDB

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Last updated: 20th January2012

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Overview Configuration Management Incident & Service Management Change Management Support & Maintenance

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1. Overview

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Centralise your Configuration, Change, Incident & Service Management!

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More than a CMDB! easyCMDB is a full-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 On-going improvements supplied to customers monthly

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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 Customise forms for data entry and maintenance without coding or database knowledge.

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Each CI Type has a configurable number of subtypes

Each subtype can have unique attribute set

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Link CIs together to show relationship to other CIs to show dependencies, location, installed software etc.

Define your own relationship types and record detailed information against each relationship.

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Expand a CI record to see its relationships for an immediate assessment

Do the same with incident and RFC records

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View relationship data in diagram form

Expand diagram at any point to reveal lower relationships

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Optionally implement your own graphic images

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

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Relationships can be imported for convenience.

Support for complex relationships including firewall rules, TCP connections, File transfers, Device Device connections
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For Device connectivity, record the inbound and outbound interfaces including port & protocol information Conduct IP address ping and DNS lookup tests directly from application.

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easyCMDB includes an extensive schema of attributes for each CI type.

Hundreds of dropdown lists whose values can be customized to suit your requirements.

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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
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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.

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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.

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Capacity management including Rack layouts, heat and power capacities

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Lots of pre-defined views for quick access to information, plus add your own

Create Templates to implement custom work flows

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Output relationships in PDF diagram or listing format

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Wide range of standard reports that are continually expanding

Can also use external Report Writer via ODBC for custom reports.

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Open Document files or URL links in the Doc Explorer Upload Documents of any type or link to them externally via URL. Associate Documents to one or more CIs, Incidents or RFCs

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

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

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

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End user selfservice for creating/viewing own incident, RFCs and Tasks

Anonymous access to Incident detail using secure URL included in email notifications.

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

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Send e-mail 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.
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Update notes of any CI record via email with full HTML support

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

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Define specific Tasks for Changes and Incidents with separate assignments to track all activity and time spent.

Define dependencies between Tasks, automated & automated reminders.

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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.

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

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

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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.

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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.

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

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

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

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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

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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

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

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

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

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

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

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

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We pride ourselves on personal support and put our customers first!

"Tech Inventions has provided the highest levels of responsiveness that I've ever experienced during my 24 years in IT" - Paul Leigh,
Pannar Seed, SOUTH AFRICA

Once the ITIL light really goes on, the value of easyCMDB is unbeatable" - Andy Carnahan, Wingecarribee Shire Council,
AUSTRALIA

"We passed our ISO 20000 audit with flying colours using easyCMDB as the heart of our operations" - Robin Hunter, E-MIS UK "easyCMDB is a 'methodology-embedded' tool that helps us to provide best services to our customers." - Laurent Martin-Desile,
Catalina Marketing FRANCE Macura, Perfect Image UK

"An excellent fit for our needs, and fantastic help and support." - Jim

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Youve scratched the surface, now try it for real.

Contact Tech Inventions Limited Web: http://www.easycmdb.com E-mail: sales@easycmdb.com Phone: +64 9 445 1012

Copyright 2012 Tech Inventions Limited