{ Fully Automated ITSM. }

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CodeMettle NSO provides functionality coverage across all ITIL service areas to help make IT as a service a reality in your organization. Implementing the CodeMettle framework with your business processes in mind, will allow your day to day IT operations run as smoothly as you intend it.

 

In designing the NSO architecture, considerable thought was given to standards support in each area that ITIL recommends. Our coverage of the functional areas necessary are outlined in the following sections.

 

Service Operation

  • Event Management – provides for the real-time, highly scalable intelligent processing of any and all events within the infrastructure. Events are fed to the CodeMettle NSO via it’s Enterprise Service Bus and processed by its Correlation and Automation Machine (CAM).
  • Incident Management – provides for the real-time, highly scalable intelligent processing of any and all incidents within the infrastructure, with full integration to/from other ITSM tooling such as help desks. CodeMettle NSO has bi-directional integration with Incident management systems such as help desks where you can either manually open a ticket from the CodeMettle RGUI or automatically via workflow.
  • Request Fulfillment – via the integrated user-facing self-service interface and service catalog, users can make online requests using a familiar shopping-cart interface. Requests connect to the workflow engine for fully orchestrated and automated fulfillment.
  • Problem Management – via the rules, scripting, and workflow engines, the appropriate logic to transform related events, incidents, or requests into problems for more streamlined and optimized problem management.
  • Access Management – handles access management from both sides: user access requests can be processed and provisioned via workflow and from the systems side access monitoring and alerting are provided.

Service Design

  • Service Catalog Management – provides both a business service catalog (user facing) and technical service catalog (operations facing). CodeMettle NSO is the only solution that provides both sides of the ITIL Service Catalog and transcends simplistic request catalogs that have no connection to running network and infrastructure services. CodeMettle’s technical service catalog provides real-time visualization of running network services and the ability to fully manage, monitor, and control those services.
  • Service Level Management – provides real-time SLA monitoring, measurement, and reporting. Unlike most SLA tools which typically monitor and report on simplistic availability, they typically lack the ability to report on true service uptime and performance. CodeMettle NSO is fully service-aware and can provide more comprehensive, meaningful, and business-focused SLM.
  • Capacity Management – provides real-time monitoring, measurement, and reporting of resource capacities, dynamic capacity provisioning and orchestration, and long term capacity planning and analysis. CodeMettle’s highly scalable database and data model allow for much more granular reporting, data collection, and visualization. By design, it shows operators recent capacity data, trend data, and historical data so more informed decisions can be made.
  • Availability Management – provides real-time monitoring, measurement, and reporting of not only device/resource uptime, more importantly service availability. Only CodeMettle NSO can provide true end-to-end understanding of network services.
  • Continuity Management – provides real-time monitoring and dynamic provisioning and orchestration to ensure service and network continuity.
  • Information Security Management – provides integrated security incident and event monitoring and automated remediation.
  • Supplier Management – provides real-time interaction and orchestration with carriers and network service providers as well as workflows for billing/accounting and service level management.

Service Transition

  • Change Management – provides real-time network and configuration change detection and management, as well as scripted and human interaction via structured change management workflows or manual sending of pre-defined instruction sets to network resources via CodeMettle Integration Drivers (ID). CodeMettle NSO includes both a powerful BPM-based drag & drop workflow engine as well as a robust scripting/rules engine to achieve true change management and orchestration.
  • Service Asset and Configuration Management – provides a true and highly scalable federated configuration management database (CMDB) that leverages any existing asset and configuration data for dynamic orchestration of assets and configuration to achieve optimized service delivery. With CodeMettle NSO you can create and store device configurations and run/load them manually, via workflow, or from event/alarm triggers. These features alone allow you to provide for rapid vendor-agnostic provisioning and, in the event of failure, automatic reversion to a known-good configuration.
  • Release and Deployment – provides, via workflows and scripts, release and deployment automation. For example, new network devices and configurations and be launched in seconds.
  • Validation and Testing – new translators and scripts can be simulated, validated, and tested before live deployment.
  • Knowledge Management – all objects can have user-supplied metadata and knowledge items and articles attached. Knowledge can be presented in multiple ways, including mouse-overs, tool-tips, attached guides, and embedded online/searchable KB.

Service Strategy

  • Service Portfolio Management – you can create an unlimited number of role & entitlement-driven views of services. For example, one view might be services from the perspective of the end users; another might be underpinning core infrastructure services only visible to network engineering therefore covering all services within the portfolio.
  • Financial Management – provides the ability to do service accounting, billing, chargeback, or other metering and metrics required for optimal financial management.
  • Demand Management – provides real-time data collection and scalable reporting and business intelligence to forecast and manage demand.
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