NewsSeptember 4, 2006
EMC's Ionix Service Manager Provides Fully Integrated ITIL Service Management with Ionix Service Manager Version 8
Ionix Service Manager has announced Ionix Service Manager Version 8, a 100 per cent web-based solution that sets a new standard in the IT Service Management industry.
Independently verified to the highest level for ITIL compatibility across all processes (Incident, Problem, Change, Configuration, Release, Service Level and Availability Management), Ionix Service Manager Version 8 offers customers a complete IT Service Management solution based on a single web-based application.
With advanced ITIL capabilities and ease of integration with third party technologies, Ionix Service Manager Version 8 will suit organisations who want to bring their IT Service Management in-house to gain better control and visibility over their systems. Ionix Service Manager Version 8 enables these organisations to manage their own IT Service Management simply and cost effectively.
According to Ionix Service Manager Director Andy Wade, "Ionix Service Manager has always been a leader in the development of IT Service Management solutions. Early on, we anticipated the evolution of IT Service Management and made a strategic decision to develop our software with 100 per cent web-based architecture."
"We believe that the integration capabilities of our latest offering, Ionix Service Manager Version 8, set a new standard for the IT Service Management industry and will allow our clients to take their ITIL processes further, faster."
Some of the key Ionix Service Manager Version 8 features include:
Federated Configuration Management Database (CMDB)
Ionix Service Manager Version 8 features a Federated Configuration Management Database (CMDB) platform to simply and intelligently process links and synchronise the CMDB with any number of third party repositories. Powerful graphical displays enable Service Desks to create a visual end-to-end view of the services they provide. Plug-in connectors to the Ionix Service Manager Federated CMDB platform are available out-of-the-box for many popular applications, such as Microsoft's SMS and HP's Network Node Manager, among others. Ionix Service Manager's unique open architecture also provides the freedom to develop connectors for custom-built asset discovery and network management tools. Web services and API are also available.
Enhanced Workflow Design
Ionix Service Manager has also developed an enhanced Workflow designer, featuring a comprehensive task palette that can be used to create sophisticated workflows for complex and/or repeatable business processes. The palette is specifically designed to support IT Service Management, providing full integration for all ITIL processes. For example, Change Management workflows can be tightly integrated with Availability Management to ensure that any downtime required to effect a Change is scheduled outside periods of contracted availability.
Advanced Knowledge Management Capabilities
Version 8 also addresses increasing customer demand for Knowledge Management as part of their IT Service Management solution by delivering powerful new features within its Knowledge Bank. This includes full access to knowledge via the Customer Portal and support for Knowledge Management best practice through the application of the principles of Knowledge Centered Support (KCS).
End-to-End Service Management
Ionix Service Manager Version 8 features a new service display to enable the service team to assess the impact of current Incidents, Problems or Changes on the IT infrastructure which can also be used to model 'what-if' scenarios. Availability Management has also been comprehensively covered in the new version, and seamlessly integrates with all the other ITIL processes managed by Ionix Service Manager. As a result, agents can assess the impact of changes anywhere on the network, reduce system downtime, monitor and report against Service Level Agreements, all of which contributes to supporting customers more effectively.
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