Comarch ITM Product Description
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Comarch ITM Product Description
Introduction A user-centric solution for seamless adoption
One of the main challenges for an IT manager is to encourage shared across users and user groups. As an example the
Comarch ITM, a complete IT management solution, combines his staff to adopt the changes associated with the setting up
of new processes, tasks, responsibilities, and consequently
numerous built-in applications use transversal features such
as custom querying or dashboarding. All defined queries and/
a full-featured monitoring and service desk which imple- new ways of working. or the resulting dashboards can be saved within the environ-
ment, but also shared between Comarch ITM users. Sharing
mechanisms between single users or groups relies on the
ments the most common ITIL processes, through a unique A desktop mode native rights management application.
and integrated web environment. Thanks to desktop mode, Comarch ITM offers IT people an in-
tegrated environment and familiar methods of work. IT people Comprehensive rights management
have access to a true work place gathering in one environ-
ment: Applications, tools, objects and dashboards. Comarch ITM allows rights to be granted at finely defined levels,
Comarch ITM enables IT organizations to design, adapt, from application to data, for both groups and individuals.
ensure and operate value-added IT services in the most ef- Personalization and information sharing Individual rights are inherited automatically from the group
capabilities to which the user belongs
ficient way. Comarch ITM is providing appropriate methods Comarch ITM Desktop proposes a set of customization fea- Read/modify rights can be granted individually to data,
tures in order for the user to adapt and personalize his own from an object down to each of its attributes
and functionalities for the efficient management of infra- environment, and to allow an optimized way of working.
On top of the standard GUI features such as shortcut manage- Use rights may be granted to each application, down to
structure devices and the people, processes and knowledge ment, widgets and even theme and background customiza-
tion, Comarch ITM also provides access to transverse tools
specific functionalities or menus
involved with them. and functionalities enabling data to be retrieved, saved and
Comarch ITM web desktop
2 3
Adaptability to the market’s needs Distributed mediation using deployable agents towards ex- Monitoring data collected from mediation are linked to a ge-
isting networks allows: neric metric representing a specific data type, regardless of
how they are collected (SNMP, scripts). These generic metrics
Monitoring task-sharing between different agents distrib- are then used and processed transversally to the Comarch ITM
uted in networks and sub-networks applications, especially within event management, including
fault management and performance management.
Limiting the impact of network failure on monitoring data.
Aligning IT services to business requirements is becoming the Processes configuration (assignment, escalation, Agents can execute their configuration in an autonomous
key mission for any IT organization. This explains why busi- notification) way and store data locally if connectivity with the central Fault management
ness processes and rules are gaining momentum in the IT server is lost
management field. Definition and automation of tasks and actions following Data collected from mediation are used within the fault man-
IT events raising Configuring agents’ behavior (data collection, script execu- agement application allowing:
In order to provide our customers with market alignment tion …) and task scheduling in order to optimize control of
capabilities and with a fast answer to their requirements, CMS – Configuration Management System data flow as well as treating only suitable data Alarm triggers configuration: Based on the embedded
Comarch ITM has been designed around an evolutionary business rule engine, Comarch ITM provides a set of pre-
framework aimed at dynamically enriching product func- Comarch ITM relies entirely on a common repository, the CMS In order to provide relevant infrastructure monitoring, Comar- defined expressions and conditions in order to configure
tionalities. It also allows flexible configuration and adapta- (Configuration Management System), which allows all infor- ch ITM relays the most common standards used in IT manage- alarm triggers (e.g. comparison to a threshold, number
tion to IT infrastructure, and to each customer’s internal and mation to be reflected and retrieved, including Configuration ment. Amongst them are: of time a metric is exceeding a given threshold during
external organization. Items (CIs) and their relationships. a given period of time, increased ratio). These pre-defined
ICMP and SNMP requests expressions and conditions can be combined in order to
Unique and centralized source of information for all constitute new user-defined alarm triggering rules
A business process manager and business Comarch ITM modules & processes CLI end local or remote execution
rule engine for enhanced flexibility Alarms life cycle management with actions such as ac-
IT oriented data model (switches, routers, physical and Re-use of common scripts such as Perl, Shell or third-party knowledgement, changing severity, alarm termination
The integrated business process engine allows the orches- virtual servers, computers) based on CIM specifications scripts (Nagios plug-ins)
tration of all IT-related operations and the implementation Links with other Comarch ITM applications such as auto-
of the ITIL processes of the service desk. The business rules Management of relationship between CIs (aggregation, as- matic or manual incident creation, explicit or configurable
engine and business process manager are integrated at the sociation, dependency, group) in order to propose various alarm mail notification
core level of the application and allow users to define their browsing methods and to define different perspectives
own decisions rules within Comarch ITM applications. depending on the usage context
Supply of pre-packaged ITIL processes (incident man-
agement, service catalog management, service level
management)
Monitoring
Comarch ITM proposes a full-featured monitoring module. Distributed mediation
It allows definition and configuration of data collection, as
well as monitoring data processing through fault manage- Comarch ITM has been designed in order to adapt easily to
ment and performance management applications. In order heterogeneous infrastructures, distributed over several sites
to propose adaptability and flexibility in monitoring con- and sub-networks, with constraints that are topologic (sub-
figuration, Comarch ITM is relying on distributed media- nets, DMZ) or geographical (e.g. several sites, distributed
tion architecture. hosting responsibility).
Mediation configuration and Fault management
4 5
Performance management Network discovery
Assets management
Metrics defined with mediation can also be used through the Populating and auditing the CMS is a crucial but time-consum-
performance management application to create and manipu- ing task, especially in a large or heterogeneous infrastructure. Yet
late performance graphs of all types. These graphs’ reports can these activities represent the basis of efficient asset manage-
then be exported and shared with different IT organizations. ment. Consequently, Comarch ITM relies on its distributed medi-
ation capabilities to provide a handy and powerful auto-discov-
A large set of features relating to graph creation or modifica- ery module to maintain and audit your CMS, and particularly the In order to propose a relevant and precise picture of an IT Definition of relationships between assets using different
tion is offered, including: assets’ CMDB. infrastructure and its life cycle, Comarch ITM includes an as- relationship types (groups, associations, aggregation,
sets management application. This application allows users dependency)
Simple or multiple series graph creation Network discovery is consequently performed through distribut- to create, modify and enrich assets databases, manually or
ed mediations via ICMP, SNMP and DNS, with: automatically, from the network discovery feature. Definition Browsing within assets and their details and through their
Several graph types (bar graphs, area, lines) of relationships between assets (groups, associations, ag- relationships
Definition and execution of discovery profiles including IT gregation, dependency) allows intuitive browsing proposing
Real-time graph (sliding window over a time period of domains configuration (IP addresses’ range and mask, with and flexible visualization of assets and their environment. Native integration with other Comarch ITM applications such
a defined number of samples) or historical (fixed time exclusion/inclusion mechanisms) and definition of OIDs to This application includes a relevant set of functionalities and as monitoring, service catalog, incident management
window) discover on networks’ nodes asset follow-up:
Zoom function over a part of the graph Discovery or update process on demand or scheduled, con- An integrated asset CMDB built upon a CIM-based
figurable per agent (and consequently per set of networks) data model, allowing description of different assets’
Interpolation and aggregation methods configuration infrastructure
Discovery results presenting the differences between current
Display of different graphs area according to CMDB and modifications appearing on the network (New Creation and modification of assets, including their details
a threshold discovered CIs, modified) and attributes
Data presentation with export to spreadsheet Reconciliation mechanism to identify, accept or reject results
and changes
Based on reconciliation results, newly discovered CIs or dis-
covered modifications to the CIs are pushed in the assets
CMDB and then managed through the assets management
application.
Performance management Assets management
6 7
Incident management User portal
This application offers a comprehensive implementation of Distinction between the caller, and the requester who is Since IT organizations are moving towards delivering services Communicate with IT services during the incident
the incident management ITIL process. It can be adapted actually handling the incident to other organizations, end users have become key stakehold- process
to each organization, and links with other applications and ers to support, to follow, and with whom to communicate:
processes. These are natively supported thanks to the con- Assignment mechanisms towards IT dedicated IT agents Access to dashboard shared by the IT organization
figurable built-in business process manager. Incident man- or groups Comarch ITM offers a single point of contact in the form of
agement comprises a complete set of associated functions, a dedicated web portal, allowing end users and customers
including: Flexible impact and urgency definitions, with combined to submit incidents 24 hours a day, seven days a week
priority matrix
Complete incident management process from creation to Follow incident evolution and status in real-time
closure Integrated querying engine to search incidents
Incident creation from different channels : Phone, mail, Link with other applications and processes such as
web asset management, catalog management, service level
management, and calculation of contractual commitments
(response time, resolution time)
Incidents list, details and life cycle User portal for end users
8 9
Service management: Catalog and service level Executive summary
Comarch ITM’s service catalog application allows the follow-up Service level management With many years of experience in IT management, as well
of service life cycle, from its design to its publication, includ- as in the management of network infrastructure for some of
ing definition of associated service levels. Once service and Service levels agreements, external (SLAs) or internal (OLAs), the largest telecom operators in Europe, Comarch is offering IT Mgt
service level are defined, Comarch ITM allows creation, priori- can be defined as follows: Comarch ITM, its own IT management solution, dedicated to
tization and monitoring of service level agreements (SLAs) be- critical and evolving infrastructures of all types and sizes,
tween IT provider and customer (internal or external). These Process of definition, negotiation and validation of the while ensuring a very competitive TCO.
agreements are configurable, with options to create rules that agreement
define service level objectives and notification/escalation In the competitive IT management software market, a solution
mechanisms. SLAs cover infrastructure performance (MTBF, Agreements and commitments can cover both IT network that provides only monitoring features or only service desk
error rate) as well as service desk performance (response components (MTBF, availability) and support metrics functionalities is not enough – Comarch ITM Solution couples
time/resolution time). (response time, resolution time) these two essential sets of functionalities, to ensure compre-
hensive, end-to-end management, from physical devices to
Commitment and objectives are taken into account within IT services, from end users to IT staff, organized around CMS
Service catalog Comarch ITM, especially within the incident management as a central repository. Telco
process Software
Comarch ITM allows business or technical service life cycle
Edition
follow-up with the following activities: Commitments control and comparison between contractual
values and metrics coming from the network and the
Definition and validation of service, describing: organization
• Definition of service settings and parameters such as Escalation and notification mechanisms to warn IT
name, description, owner organizations in case of SLA violation
• Service linking, to define the dependencies with sup-
porting services and supporting CIs
• Service calendar (support hours, opening hours,
service hours)
Benefits
• Service levels, where the different available service
levels including service levels objectives for the cur-
rent services are defined
Transition to the status ‘In catalog’ reflecting the phase
of proposition or marketing of the service Unified environment, natively integrating the relations Web graphical interface, combining functional modules
between monitoring, IT service management, CMS/CMDB and a set of transversal tools within an intuitive and
Transition to the status ’Operational’, where the service is and customer support configurable desktop
operational and can be sold to customers
Uses ITIL terminology and processes to ease both tool Flexible and scalable solution integrates the business
adoption and transition towards ITIL best practices, while process manager and business rules engine, thus allowing
limiting the training required for operators modules, processes and their interactions to be adapted
and to evolve smoothly
Simple implementation for a quick start, enabling rapid
gains and improvements to IT management Efficient and robust, based on market-proven software
developed for large telecom providers’ networks
10 11
Comarch Headquarters Comarch R&D -Grenoble Poland
Al. Jana Pawla II 39 a 100A, Allée Saint-Exupéry Gdansk, Katowice, Krakow,
31-864 Krakow 38330 Montbonnot-Saint Martin Lublin, Lodz, Poznan,
Poland France Szczecin, Warsaw, Wroclaw
phone: +48 12 64 61 000 phone: +33 457 582 300
fax: +48 12 64 61 100 fax: +33 476 243 720 Austria Kirchbichl,
e-mail: info@comarch.pl e-mail: info@comarch.fr Wien
Belgium Brussels
Comarch Software SARL- Lille China Shanghai
19 avenue Le Corbusier Finland Espoo
59000 Lille France Lille,
France Montbonnet-Saint
phone: +33 362 534 900 Martin,
fax: +33 955 244 694 Paris
e-mail: info@comarch.fr Germany Dresden,
Frankfurt/Main
Düsseldorf
München
Panama Panama City
Russia Moscow
Switzerland
Buchs
UAE Dubai
Ukraine Kiev,
Lviv
USA Chicago
Vietnam Ho Chi Minh City
www.itm.comarch.com
www.comarch.com
www.comarch.FR
www.comarch.de
www.comarch.pl
Comarch is a leading Central European IT business solutions provider specializing in forging business
relationships that maximize customer profitability while optimizing business and operational
processes. Comarch’s primary advantage lies in the vast domain of knowledge accumulated in and
applied to our software products. These products incorporate highly sophisticated IT solutions for
businesses in all vertical sectors. Comarch has a multinational network of offices employing over
2800 highly-experienced IT specialists in Europe, the Middle East and the Americas.
Comarch Spółka Akcyjna with its registered seat in Kraków at Aleja Jana Pawła II 39A, entered in the National Court Register kept by the District Court
for Kraków-Śródmieście in Kraków, the 11th Commercial Division of the National Court Register under no. KRS 000057567. The share capital amounts
to 7,960,596.00 zł. The share capital was fully paid, NIP 677-00-65-406
Copyright © Comarch 2010. All Rights Reserved. No part of this document may be reproduced in any form without the prior written consent of Comarch.
Comarch reserves the right to revise this document and to make changes in the content from time to time without notice. Comarch may make
improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Comarch
are the exclusive property of Comarch, and may not be used without permission. All other marks are the property of their respective owners.
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