vmware service manager advantage

Flexibility and Configurability

VMware recognises that while ITIL provides a framework for a best practice approach to IT Service Management (ITSM) each organisation has its own unique business processes and subsequently unique requirements. To address this, the VMware Service Manager solution has a number of key capabilities including:

  • Workflow Modeller
    The Workflow Modeller allows you to visually describe your ITSM processes through an easy-to-use, drag and drop based interface.
    A key feature of the workflow modeller is the workflow task palette, which includes icons for common ITSM specific tasks, such as CMDB maintenance, stake holder approvals and notifications and Service Level Management. The task palette also includes integration tasks, making it possible to automatically communicate with finance systems, provision releases, and update credentialing systems.
  • Screen Designer
    The Screen Designer allows you to easily extend almost any object in a schema, including: Incidents, Requests, Configuration Items, Knowledge Articles, Contracts, People etc, with additional extension fields to meet your organizations exact needs. It then allows you to place these extension fields almost anywhere, including on portal submission forms, on Incident and Service Request screens, in email templates and in reports.
  • Process Richness
    All of the core ITIL processes supported in the VMware Service Manager solution provide substantial functionality and provide a high degree of configurability. For example, there are separate concepts for Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs), and the agreements themselves have literally dozens of configuration options.
  • Partitioning
    Larger organizations may have multiple service desks or may be supporting multiple customer bases with fundamentally different requirements. VMware Service Manager supports these scenarios through a unique partitioning model, allowing aspects of the configuration to be global, while other aspects are managed per partition.

    This built in configurability helps you avoid costly customizations, simplifies future upgrades, and ensures that your IT Service Management solution can grow and evolve with your organization as your IT Service Management practices mature.

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