vmware service manager advantage

End-to-end Automation

While many of today’s organisations have gained some experience with formalising their IT Service Management processes and ITIL or best practice approaches, in many cases current tools have been stretched to their functional capacity or beyond, as these processes mature. When coupled with increased cost and efficiency pressures many IT organisations are restricted in their ability to further deploy ITIL in their environment and experience difficulty in justifying the necessary replacement of their existing tools.

VMware Service Manager allows you to overcome this common situation, helping you to deliver the level of end-to-end automation that will ultimately drive down costs, while ensuring you mature best practices. VMware Service Manager supports these efficiencies through the automation of several
key ITSM functions including:

  • CMDB Population
    Having a good understanding of the infrastructure that supports your services (i.e. a well populated CMDB) is fundamental to the success of almost all ITIL processes, including classifying Incidents and Problems, managing Change, delivering effective Knowledge, and servicing requests. VMware Service Manager supports the automatic population of its federated CMDB, through a series of out-of-the-box connectors for both VMware and third party asset discovery and IT management tools.
  • Incident Creation
    Monitor your IT infrastructure and process events to automatically create Incidents or Problems when components fail. Automatically create outages on Configuration Items as a result of these events, and propagate this outage to business services, automating availability tracking and providing immediate visibility to the Service Desk and to end customers.
  • Problem Creation
    Set up rules to periodically analyse the past history of Incidents and automatically create Problems when recurring issues are detected. For example, if you have more than 3 failures of a particular brand of server in a quarter requiring reboot, you may decide to investigate and/or replace some hardware before the issue becomes more serious. The associated Incidents are linked to the generated Problem, easing investigation and supporting cascading closure.
  • Provisioning
    Include provisioning tasks in your Release Deployment or Asset Management workflows, making it possible to automate the deployment of not only Data Center changes but also desktop changes.
  • Credentialing Updates
    Automate the update of credentialing systems, one of the most commonly performed manual tasks in IT.
  • Finance System Updates
    Initiate purchase orders, or track cost allocations, based on fulfilled Service Requests.

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