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EMC announces Ionix Service Manager 9.0, the latest release of EMC’s IT service management software. Ionix Service Manager helps enterprise and commercial organizations simplify and automate IT service management by providing unparalleled visibility, flexibility, and efficiency, and lowering the function’s total cost of ownership. Ionix Service Manager 9.0 forms an integral part of EMC’s Ionix portfolio of IT management solutions designed to help organizations improve the efficiency of their IT function while maximizing visibility and control over both physical and virtual environments.
Overview
Ionix Service Manager provides out-of-the-box functionality for all major ITIL processes, including Incident, Request Fulfillment, Problem, Service Level, Knowledge, Change, Release and Deployment, Service Configuration and Asset, Service Catalog and Availability Management.
Leveraging integrated end-to-end automation, flexible easy-to-use workflows, and powerful discovery and dependency mapping, Ionix Service Manager provides customers with enterprise-class depth of functionality without compromising the ease of deployment of their IT service management solution.
Ionix Service Manager offers four key areas of functionality addressing key customer pain points:
· Integrated alerts to Service Desk—Ionix Service Manager enables incidents to be created automatically in response to operational alerts. Relevant knowledge is pushed to Service Desk staff and problems are automatically initiated by analyzing the history of past incidents and identifying trends.
· Automated Change Management—Ionix Service Manager enables users to efficiently manage change by:
- Providing complete visibility of their environment through automated discovery and dependency mapping
- Supporting the planning of changes using Impact Analysis, Change Calendars, and a Forward Schedule of Change
- Enforcing their change and release processes, including approvals, notifications, automated deployments, and automated CMDB maintenance
· Next-generation Asset Management—Ionix Service Manager allows organizations to take control of their software and hardware assets by:
- Automating inventory maintenance, requests, and deployments to drive efficiencies
- Comparing license assignments to discovered deployments in order to reduce overspending and the risk of supplier audits
- Identifying underutilized licenses that can potentially be reharvested
- Accurately associating asset usage with appropriate cost centers
· Streamlined Service Request Management—Ionix Service Manager enables users to browse or search the catalog of services offered by IT, and to make requests using a familiar “shopping cart” concept. Each request drives an automated workflow process that helps minimize response times, enforce best practices, and minimize costs, while at the same time providing a complete audit trail.
Product Integration
Ionix for Service Manager 9.0 ships with out-of-the-box connectors to these Ionix technologies:
· Discovery of resources from IT Operations Intelligence, Application Discovery Manager, and Network Configuration Manager
· Automatic generation (and closing) of incidents and problems from IT Operations Intelligence
· Provisioning of network changes through Network Configuration Manager
A Server Configuration Manager connector is a high priority, and EMC is targeting its availability during 2010. In the meantime, EMC Professional Services can provide a custom Server Configuration Manager connector if needed.
Customers do not need to purchase the Ionix Service Manager integration platform to integrate with an LDAP-based user directory, such as Active Directory, or to integrate with other Ionix products.
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