Cockpit IT Service Manager

Description:

The purpose of this module is to record, organize, and process requests, changes, and incidents coming from client contacts or from other technical teams (monitoring, third party maintenance, etc.). It simplifies and rationalizes the ticket management process from their recording to fixing and closure.
The module also enables the in-depth handling of structural problems. Technical teams are often faced with incidents with a common origin (problem). The module lists structural problems, any workarounds, and definitive fixes.
Lastly, the module coordinates the implementation of changes within the infrastructure via a validation workflow. A change may be the improvement of a process, replacement of certain elements, or the correction of errors.
In association with other modules in the Cockpit IT Service Manager (knowledge base, infrastructure), the ticket management module enables the implementation of ITIL best practices within the IT department.

List of features:

Simplified Portal (Service Desk) dedicated to client contacts (input and consultation)
Incident tickets
Request tickets
Change tickets
Problem management
Project management
Validation workflows
Ticket templates (service catalog)
Ticket transfer between teams
Assessment of the load per action
Ticket ranking (priority, service, category)
SLA management
Management of SLAs by stages (receipt, workaround, fix)
Calculation of SLAs including opening times of services
Calculation of SLAs not counting waiting times
Option to reopen a ticket if the client contact is dissatisfied with the answer provided
Search engine
Graphic statistics
Satisfaction surveys
Document management (file attachments, external links, knowledge base)
Export to spreadsheets
Notifications
API

Description:

This module enables the registration and monitoring of hardware and software in a single shared database (CMDB in the ITIL sense). Each piece of hardware is registered in a technical file which lists the information required by technicians (location, media number, components, etc.). The links between equipments (network and electrical) are also mapped.
Each piece of software is in a technical file which lists the information required by technicians (license number, media number, etc.).
Associated with the other modules in the Cockpit IT Service Manager (tickets, knowledge base), the infrastructure management module enables the implementation of ITIL best practices within the IT department.

List of features:

Automatic inventory of servers (without agent)
Classification of asset by type
Equipment group management
Maintenance contract management
Management of links between equipments
Mapping of links between equipments
Machine room mapping
Equipment localization
Automatic software inventory (without agent)
Software license management
Software support management
Supplier management
Database list
SAP system list
JAVA application list
Search for unmonitored equipments
Export to spreadsheets
Import from CSV files
Capacity planning (views per day/month/year)
Sharing with client contacts via the Service Desk (consultation of hardware, capacity planning)
API

Description:

The purpose of this module is to monitor the hardware and applications of the information systems. The surveillance can be hardware (ESX, networks, disks, load, etc.) or software related (processes, services, websites, etc.).
The module enables the proactive management of problems (monitoring storage capacities, etc.) and reactive management with regard to alerts (unavailability, etc.) with a link to ticket management

List of features:

Monitoring without an agent
Simplified input (list of processes, disks, etc.)
Flexible schedule (continuous, daily, weekly, monthly)
Public holiday management
Time zone management
Calendar of "OFF" periods
Management of dependencies
Five levels of severity
List of alerts with counter
Acknowledgement tracking
Instructions (follow-up, escalation)
Option to reverse the result of a check
Isolation of checks during testing
Check deployment models
Management of external alerts (SNMP TRAP, Mail, etc.)
Link with the infrastructure
Link with the knowledge base
Link with ticket management
Warning message if a ticket relating to an alert is already in progress
Availability statistics
Capacity planning
Management of SNMP MIBs
Sharing with client contacts via the Service Desk (alerts in progress, history, capacity planning)
Export to spreadsheet
API

Generic checks

Network - Ping
Network - Processor
Network - Memory
Network - Bandwidth
Web - HTTP request
Web - HTTP certificate
Web - FTP connection
Web - SMTP connection
SNMP - Request
JMX - CPU usage
JMX - Heap memory usage
JMX - Thread count
Email inbox
Custom command

Windows system

Connection test
Up-time
Processor usage
Memory usage
Swap usage
Network usage
Disk free space
Service status
Process - Status
Process - Memory
Process - Threads

Windows system (next)

Antivirus
Task scheduler
Event viewer
File - Count
File - Date creation
File - Date modification
File - Exists
File - Size
Log file
Custom powershell command

Unix system

Connection test
Up-time
System load
Processor usage
Physical memory usage
Virtual memory usage
Network usage
Disk free space
Inode usage
Disk I/O
Process status
Custom command
File - Count
File - Date modification
File - Size
Log file

AS400 system

Connection test
ASP usage
Central unit usage
Subsystems state
Printers state
Jobs state
Active jobs
*SYSOPR messages needing reply
SQL query returning "OK"
Temp. addresses usage

ESX system

Connection test
Up-time
Overall status
Configuration status
Processor usage
Memory usage
Network usage
NIC state check
VM's connection state
VM's power state
Disk I/O
DataStore - config. status
DataStore - overall status

Databases

Connection test
Connection count
SQL query - Return integer
SQL query - Return string
Table row count

MSSQL database

DB Size
DB Free space
Free space in files
DB backup
Log file backup
Lock detection
Jobs in error
Jobs in progress

Oracle database

Free space in DB
Free space in Tablespace
Tablespace status
AchiveLog mode
RedoLog count
Max. Extent
Next Extent

Sybase database

Engine status
Free space DB
Free space LOG
DB backup
LOG backup

SAP HANA database

Services status
Used memory
Volume freespace
Disk freespace
Backup Status
Archive status
Locked transactions
Threads monitoring
Replication status
Alert monitoring

SAP ERP (1)

Connection test
System up-time
CCMS monitor (RZ20)
DIALOG performance (ST03)
BR backup (DB12)
BR archive (DB12)
DB space (DB02)
Object consistency (DB02)
Database Check (DB13)
Update process status (SM13)
Updates in error (SM13)
Dump count (ST22)
Prints in error (SP01)

SAP ERP (2)

Jobs finished (SM37)
Jobs in error (SM37)
Jobs in process (SM37)
Jobs ready (SM37)
Process chain finished (RSPCM)
Process chain in error (RSPCM)
Process chain in process (RSPCM)
tRFC in error (SM58)
qRFC - Outbound - Queue status (SMQ1)
qRFC - Outbound - Flow in error (SMQ1)
qRFC - Outbound - Waiting flow (SMQ1)
qRFC - Inbound - Queue status (SMQ2)
qRFC - Inbound - Flow in error (SMQ2)
qRFC - Inbound - Waiting flow (SMQ2)

SAP ERP (3)

Waiting work processes (SM50)
Work processes in error (SM50)
Lock entries (SM12)
Transmission request (SOST)
APO Live Cache status (LC10)
XML Message monitoring (SXMB_MONI)
Client status (SCC4)
Trace status (ST05)
Gateways status (SMGW)
RFC destination status (SM59)
Syslog (SM21)

Description:

An IT department needs to successfully carry out numerous tasks, whether recurrent or not. Although the Cockpit IT Service Manager enables the automation of many repetitive tasks (monitoring, automatic reports, etc.), some tasks cannot be fully automated and require human intervention. The task management module is designed to organize these tasks, assign them to a technical team, and ensure they are carried out.
The module is a collaborative tool, i.e. a technician who is used to carrying out a task can describe how it’s done in the knowledge base so that another technician can do it (useful in the event of absence, excess workload, etc.).
Lastly the module enables the assessment of the workload represented by all of the tasks and reveals any peaks in activity.

List of features:

Planning via a scheduler
Pending tasks
Assignment management
Execution result (success, warning, etc.)
Acknowledgement history
Acknowledgement statistics
Flexible scheduling
Multiple scheduling for a single task
Public holiday management
Time zone management
Schedule overview
Definition of workload by task
Overall assessment of workload
Three levels of severity
Two alert thresholds for deadline overrun
Division by category
Link with the knowledge base
Link with ticket management
Option to block acknowledgement of a task if the associated document has not been read
Notifications
Export to spreadsheets
API

Description:

The sources of knowledge within the IT department may vary, from publishers’ documentation (on installation, administration, etc.), procedures described by experts in the field, solutions documented following an incident or a problem, etc. The purpose of this module is to list, organize, and share accumulated knowledge.
Good organization of knowledge saves time in the event of an incident (search for listed solutions), solves most incidents from the first level of support (description and sharing of procedures, distribution of the knowledge between the different levels), and eliminates some recurring requests (by the creation of online support for users via sharing).
The module has a powerful search engine capable of indexing most document formats (pdf, doc, xls, ppt, odt, ods, html, etc.). It gives easy access to documents via a tree structure and classification by folders. Documents are created and modified using standard tools (word-processing, spreadsheets, graphics, etc.) and are posted online and consulted via the portal. Documents can also be created directly on the portal (using word processing and spreadsheets).
In association with the other modules in the Cockpit IT Service Manager (tickets, infrastructure), the knowledge base module enables the implementation of ITIL best practices within the information systems department.

List of features:

Compatible with main formats (pdf, doc, ppt, xls, odt, ods, etc.)
Search engine
Organization by folders
Version management
Restoration of older versions
Update monitoring
Obsolete document tracking
Read tracking
Locking in the event of modifications in progress
Document update request form
Queuing of documents to be created or modified
Link with ticket management
Link with task management
Sharing between teams
Sharing with client contacts via the Service Desk
Export in zip format
API

Description:

The purpose of this module is the automatic generation of reports based on data from the Cockpit IT Service Manager or data from the monitored elements. Templates enable the selection of the elements that need to be integrated into the report. Reports are then automatically scheduled and generated.
Several automatic reporting templates are available, including daily operational reports (state of systems, backups, etc.), monthly reports for steering committees (ticket statistics, etc.).
Specific reports created using standard tools (word processing, spreadsheets, graphics, etc.) can be posted online.

List of features:

Automatic reports from templates
Alert monitoring
Ticket monitoring
Task monitoring
Operating system state
Database state
SAP system state
Search engine
Tree structure by year / month
Online publication of specific reports
Compatible with main formats (pdf, doc, ppt, xls, odt, ods, etc.)
Notifications of publications
Sharing between teams
Sharing with client contacts via the Service Desk
API

Description:

The storage of sensitive passwords (e.g. root, administrator, etc.) can be problematic within an IT department, particularly with shared passwords. This module enables the storage of passwords in a single encrypted database and the selective and secure sharing of passwords.

List of features:

AES-256 encryption
Link with the infrastructure module (CMDB)
Search engine
Tree structure display
Update monitoring
Sharing between teams
Password generator
Export to spreadsheets
Import from CSV file

Description:

The management of a production environment involves the management of events, information, special instructions (e.g. planned shutdown of an application, suspension of a process, etc.). The purpose of this module is to list all of the information in order to share it and guarantee traceability.

List of features:

Management of interim instructions
Read tracking
Search engine
Link with the knowledge base

Management of important events
Three impact levels
Search engine
Statistics

Management of scheduled shutdowns
Distinction between recurring / unscheduled shutdowns
Distinction between full /partial shutdown
View of next scheduled shutdowns
Notifications
Sharing with client contacts via the Service Desk

Phone call management
Monitoring of incoming / outgoing calls
Search engine
Statistics

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Legal mentions

Publisher: Cockpit ITSM, SAS with a capital of 100,000 euros, registered at the Paris R.C.S. under the number 483 113 791
Registered office: 14 rue Ernest Psichari - 75007 Paris - France
Publication manager: Arnaud Lacrampe
Hoster: DigitalOcean, 101 Avenue of the Americas, 10th Floor, New York, NY 10013
Conditions of use: use of the website is subject to compliance with the terms and conditions set out below. By accessing the website you are declaring that you have read and unreservedly agreed to the terms and conditions

Access to the website:

The website can be accessed 24 hours a day and 7 days a week, except in the event of force majeure or an event beyond the control of the Cockpit ITSM company and excluding any breakdowns or maintenance work required for the correct functioning of the website and related hardware.

Property:

All the elements (texts, logos, images, sounds, software, icons, layout, database, etc.) contained within the website are protected by national and international laws on intellectual property. These elements remain the exclusive property of their authors. As such, you may not reproduce, represent, adapt, translate, and/or transform them in whole or in part, or transfer any component element of the website to another website, without the prior written consent of the Cockpit ITSM company. In accordance with terms of the Code de la propriété Intellectuelle (French law on intellectual property), the use of the components of the website should be carried out purely for personal ends.

Hypertext links:

Hypertext links placed within this website and leading to other resources present on the internet cannot be deemed to engage the responsibility of the Cockpit ITSM company. Cockpit ITSM company also denies any responsibility in relation to the content and relevance of the information and data on websites published by third parties and accessible from the website via hypertext links.

Content of the website:

The Cockpit ITSM company makes available verified information to the users of the website, but it cannot be held responsible for the unavailability of certain information. In addition, no guarantee is given with regard to the accuracy or completeness of the information made available on the website. The information is the responsibility of its authors. Cockpit ITSM company reserves the right to modify and/or delete all or any part of the website without prior warning.

Brands:

Any reproduction, republication, or redistribution of the brands, names, or logos reproduced on the website, by any means whatsoever, without the prior written consent of the relevant owner is forbidden by the law.

IT Service Management Solution

User-friendly Service Desk

ITIL-Designed Solution

Powerful Monitoring System

The all-in-one portal integrating service desk ticketing, asset management, task scheduling and monitoring system.
Cockpit ITSM is an affordable solution for businesses of all sizes.
Available in a Private Cloud or On Premise.

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Generic checks

Windows system

Windows system (next)

Unix system

AS400 system

ESX system

Databases

MSSQL database

Oracle database

Sybase database

SAP HANA database

SAP ERP (1)

SAP ERP (2)

SAP ERP (3)