ITOM
Operational visibility that the CMDB and the service desk can both trust.
ITOM gives you the automated picture of your infrastructure: what is out there, how services depend on it, and when something is behaving abnormally. Done well, it feeds the CMDB and the service desk with data nobody has to maintain by hand.
We implement Discovery, Service Mapping and Event Management with the credential, network and data-governance work that determines whether these products succeed or quietly stall.
Good fit if
- The CMDB is stale because nothing populates it automatically
- Nobody can answer which infrastructure a business service depends on
- Monitoring alerts and ServiceNow incidents are disconnected
- You are preparing for cloud migration and need an accurate baseline estate
Useful to have first
- Network access and credentials for the infrastructure in Discovery scope
- Named owners for the business services to be mapped
- Monitoring platform access for event source integration
What the work covers
- Discovery: schedules, MID Server topology, credentials and pattern customisation
- Service Mapping: top-down maps for agreed business services
- Event Management: event ingestion, rules, correlation and alert-to-incident flows
- CMDB health as it depends on ITOM: identification, reconciliation, staleness
- Tag-based and IP-based inventory for cloud estates
- Integration with monitoring platforms for event sources
How we build it
Discovery success is decided before scanning starts: MID Server placement, firewall rules, credential sets (SSH, WMI, SNMP, API) and a scanning schedule that respects change windows.
Identification and Reconciliation rules (IRE) are configured so that Discovery, Service Mapping and third-party sources update CIs without overwriting each other.
Service Maps are built top-down from entry points for named business services, with map maintenance ownership agreed so maps do not silently age.
Event rules and correlation reduce alert noise before incidents are created; the alert-to-incident binding keeps incident records tied to live events.
What you receive
- Discovery schedules and MID Server architecture in production
- Discovered CI inventory reconciled into the CMDB
- Service Maps for the business services in scope
- Event Management rules, connectors and alert-to-incident automation
- A documented credential and network access model
- CMDB health reporting the operations team can act on
Common questions
Discovery or Service Mapping first?
Discovery first. Maps depend on discovered infrastructure and reliable identification, so a solid Discovery foundation is what makes Service Mapping succeed.
Why do Discovery projects fail elsewhere?
Usually credentials and network access, not the product. We scope those early with your infrastructure team, because they are the long-lead items.
Will ITOM fill our CMDB for us?
It populates infrastructure CIs automatically and keeps them fresh through identification and reconciliation. Governance — what belongs in the CMDB and who owns each class — remains a discipline we help you set up.
Can Event Management reduce our alert noise?
Yes, through event rules, correlation and binding. The design work is agreeing which alerts deserve incidents and which do not, then configuring the rules to match.
Let's talk