ITIL ® Configuration Management and the CMDB

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SupportDesk integrates with systems management tools and other business applications to provide Service Desk operators with access to live and complete information about users and assets, thereby increasing the speed and accuracy of incident management processes. 

Configuration Management is delivered through an easily searchable Navigator Tree structure providing a single Configuration Management Database (CMDB) for IT and non-IT assets. The Search Console allows retrieval of users and asset information and Security Control manages CMDB updates.

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Data can be integrated from external data sources and third-party applications. Parent and Child Relationships within the CMDB provides a flexible structure for Configuration Items and customisable attributes allow comprehensive details for each asset type to be recorded.

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Systems Management Integration allows the automatic creation and updating of Configuration Items from external data sources. This includes live connections to OLE DB compliant sources and Microsoft Active Directory™ integration, which provides real-time details of users and computers across the organisation.

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