Features

Modules on one CMDB

Modules that share their data. Switch on only the ones you need.

Plan: strategy and planningBuild: change and deliveryRun: operations and supportPlatform: the shared foundation
01 · ITIL 4 · Plan · Improve

Plan: strategy and planning

Architecture, costs, suppliers, service resilience and the rollout roadmap – decisions made before anything needs fixing.

Standard

Availability and resilience

ITIL 4 · Availability management

  • Redundancy-aware impact: clusters, replicas and mirrored storage
  • Single points of failure for every business service
  • Outage simulation of any item, room or data centre
  • Backup and disaster-recovery coverage of production
Illustrative screenshot: Availability and resilience
Enterprise

Enterprise architecture

ITIL 4 · Architecture management

  • ArchiMate model on top of the configuration: capabilities, processes and applications
  • Application map by capability with TIME decisions
  • Roadmap with plateaus and work packages linked to changes
  • Artefact lifecycle by workflow and export to architecture tools
Illustrative screenshot: Enterprise architecture
Enterprise

Costs and billing

ITIL 4 · Service financial management

  • Cost import in the FOCUS standard with currency conversion
  • Costs by customer, project and business service
  • Service price list, server calculator and approved price changes
  • Monthly billing statements and pivot analyses
Illustrative screenshot: Costs and billing
Business

Contracts and suppliers

ITIL 4 · Supplier management

  • Service contracts with covered items, validity and vendor SLAs
  • Incident escalation to the vendor according to the contract
  • Purchases, licences and invoices linked to the contract
  • Contracts nearing expiry and items without coverage
Illustrative screenshot: Contracts and suppliers
Standard

Rollout roadmap

ITIL 4 · Organizational change management · Project management

  • Discovery workshop: goals with KPIs, area maturity and data availability
  • Rollout waves by impact, effort and dependencies
  • Workstreams with tasks, owners, milestones and readiness checks
  • Steering committee decisions and weekly measured KPIs
Illustrative screenshot: Rollout roadmap
02 · ITIL 4 · Design & transition · Obtain/build

Build: change and delivery

Every change with impact, window and approval, purchasing and assets from order to retirement – configuration changes only with a change.

Business

IT assets and procurement

ITIL 4 · IT asset management

  • Purchase request, approval by cost centre and finance, order and receipt
  • Asset cards linked to the configuration, with handover protocols
  • Supplier invoices matched to orders and receipts
  • Accounting and tax depreciation, disposal through a disposal committee
Illustrative screenshot: IT assets and procurement
Business

Licences and spare parts

ITIL 4 · IT asset management

  • Licence entitlements, assignments and compliance with installations
  • Licence costs by cost centre, contract and supplier
  • Spare-part stores with minimum stock and transfers between sites
  • Parts issued against an incident or change, faulty parts returned to the vendor
Illustrative screenshot: Licences and spare parts
Standard

Changes and maintenance windows

ITIL 4 · Change enablement

  • Change models with steps and lead time, impact calculated before submission
  • Slots only inside maintenance windows, outside freezes and collisions
  • Controlled items change state only through a change, including maintenance and retirement
  • Change calendar, rolling execution and a post-change review
Illustrative screenshot: Changes and maintenance windows
Standard

Approvals

ITIL 4 · Change enablement

  • One queue for changes, requests, purchases, prices and patch agreements
  • Approval level by risk with a minimum number of approvers
  • Separation of duties and delegations during absence, with an audit trail
  • Every rejection with a reason, a fallback approver when there is no owner
Illustrative screenshot: Approvals
Business

Patching and vulnerabilities

ITIL 4 · Release management · Deployment management · Information security management

  • Scanner findings by server and service, actively exploited vulnerabilities first
  • Patch agreements by service class with a standing window and silent consent
  • Patch plans in waves and changes created from the plan in one step
  • Expedited mode for critical vulnerabilities and patching without downtime
Illustrative screenshot: Patching and vulnerabilities
03 · ITIL 4 · Engage · Deliver & support

Run: operations and support

From the first alert to a restored service and from a request to its fulfilment, with as few people as needed.

Business

Monitoring and events

ITIL 4 · Monitoring and event management

  • Event intake from common monitoring tools and an open API
  • Deduplication, flapping detection and suppression during changes
  • Cause verified by outage simulation, symptoms without notifications
  • Inferred silent cause and an incident from a situation in one step
Illustrative screenshot: Monitoring and events
Standard

Incidents

ITIL 4 · Incident management · Service desk

  • Affected service, impact and resolver team suggested from the configuration
  • Priority from impact and urgency, SLA deadlines calculated automatically
  • Major incidents with a review and corrective actions
  • A parent incident for a mass outage; child incidents close with it
Illustrative screenshot: Incidents
Business

War room

ITIL 4 · Incident management

  • A data-driven roster: only the people the alerts, changes and dependencies point to
  • Conversation with findings, decisions and actions; a ruled-out area releases people
  • Cost of everyone’s time compared with an all-hands bridge
  • AI summary with cause, resolution and timeline written to the incident
Illustrative screenshot: War room
Standard

Problems and known errors

ITIL 4 · Problem management

  • Problems from recurring incidents, major incident reviews or post-change reviews
  • Root-cause analysis, workaround and a known error record
  • Incident resolvers see the known error and its workaround
  • A permanent fix through a change, closure only after verification
Illustrative screenshot: Problems and known errors
Standard

SLAs and availability

ITIL 4 · Service level management

  • Response and resolution times in business hours with calendars and holidays
  • SLAs by service, customer or default, with pause rules
  • Warnings before a breach and monthly SLA performance
  • Measured service availability against the SLA target
Illustrative screenshot: SLAs and availability
Standard

Requests and service catalogue

ITIL 4 · Service request management · Service catalogue management

  • A catalogue with forms, approvals, due dates and fulfilment steps
  • Requests linked to the service and customer in the configuration
  • A request that changes infrastructure continues as a change
  • Configurable workflow: states, transitions and permissions
Illustrative screenshot: Requests and service catalogue
04 · CMDB · COBIT EDM / MEA

Platform: the shared foundation

The configuration database, dependencies, access, audit and the AI assistant that Plan, Build and Run all rely on.

Standard

Configuration database

ITIL 4 · Service configuration management

  • Services, applications, platforms, servers, storage, network and cloud in one model
  • Discovery and import with matching, synchronisation and retirement of missing items
  • Version history of every item: who, when, what and from which source
  • Data quality checks: missing owners, inconsistencies and stale items
Illustrative screenshot: Configuration database
Standard

Dependency map and impact

ITIL 4 · Service configuration management

  • Layers from business service through applications and platforms down to hardware and site
  • Item neighbourhood in both directions, grouping by class and layer filters
  • Impact on services: outage, degradation or only loss of redundancy
  • Impact path from cause to service, management as a separate layer
Illustrative screenshot: Dependency map and impact
Business

Data centres and racks

ITIL 4 · Infrastructure and platform management

  • Sites, data centres, rooms and racks with a floor plan and rack view
  • Rack installation planning with a check of free space
  • Hardware installations and moves only through approved changes
  • Rack power budget against room capacity and rack occupancy
Illustrative screenshot: Data centres and racks
Standard

Roles, security and audit

ITIL 4 · Information security management · Risk management

  • Scoped roles and a RACI matrix checked against permissions
  • Single sign-on and API tokens for service accounts
  • Five-year audit trail with the state before and after every change
  • Notifications by rules and templates via email and chat
Illustrative screenshot: Roles, security and audit
Enterprise

Customer separation

ITIL 4 · Relationship management

  • Customer users see only their own data, including costs
  • Roles scoped to a customer, team or individual item
  • SLAs, price lists and billing statements for each customer
  • Synchronisation with a primary configuration database via external IDs
Illustrative screenshot: Customer separation
Business

AI assistant

ITIL 4 · Across practices

  • Incident drafts and a probable cause from situations and similar incidents
  • War room roster and summaries, draft customer communication
  • Review of a change’s risk and completeness before approval
  • Optionally a model in your own environment; a person always decides
Illustrative screenshot: AI assistant
ITIL 4

ITIL 4 practice coverage

Which of the 34 ITIL 4 practices CentOps supports – honestly, including what is out of scope.

14 full 14 partial 6 out of scope

PracticeCoverageModules
General management
Architecture managementfullEnterprise architecture
Continual improvementpartialProblems and known errors, Changes and maintenance windows, Rollout roadmap
Information security managementpartialPatching and vulnerabilities, Roles, security and audit
Knowledge managementpartialProblems and known errors
Measurement and reportingfullSLAs and availability, Costs and billing
Organizational change managementpartialRollout roadmap
Portfolio managementpartialEnterprise architecture
Project managementpartialRollout roadmap
Relationship managementpartialCustomer separation
Risk managementpartialChanges and maintenance windows, Availability and resilience
Service financial managementfullCosts and billing
Strategy managementout of scope—
Supplier managementfullContracts and suppliers
Workforce and talent managementout of scope—
Service management
Availability managementfullAvailability and resilience, SLAs and availability
Business analysisout of scope—
Capacity and performance managementpartialCosts and billing, Data centres and racks
Change enablementfullChanges and maintenance windows, Approvals
Incident managementfullIncidents, War room
IT asset managementfullIT assets and procurement, Licences and spare parts
Monitoring and event managementfullMonitoring and events
Problem managementfullProblems and known errors
Release managementpartialPatching and vulnerabilities
Service catalogue managementfullRequests and service catalogue
Service configuration managementfullConfiguration database, Dependency map and impact
Service continuity managementpartialAvailability and resilience
Service designout of scope—
Service deskpartialIncidents, Requests and service catalogue
Service level managementfullSLAs and availability
Service request managementfullRequests and service catalogue
Service validation and testingout of scope—
Technical management
Deployment managementpartialPatching and vulnerabilities, Changes and maintenance windows
Infrastructure and platform managementpartialData centres and racks, Configuration database
Software development and managementout of scope—
In preparation

In preparation

What we are working on. The order is driven by feedback from pilot customers; we do not sell it as finished before release.

In preparation

Discovery connectors

Automatic collection from vCenter and public clouds (OpenShift is already imported).

In preparation

NIS2 and DORA

Major incident classification and report, DORA register.

In preparation

Self-service portal

Requests and incident status for end users.

In preparation

Knowledge base

Articles for resolvers and users linked to known errors and services.

Editions

Compare editions

Start with what you need today. Move to a higher edition without migrating data.

FeatureStandardBusinessEnterprise
CMDB, dependency map, outage simulation
Redundancy-aware impact
Availability and resilience: redundancy, single points of failure
Incidents, requests, service catalogue
Problems and known errors
Changes, maintenance windows, freezes, calendar
Change approval audit: risk-based levels, separation of duties, post-change review
SLAs and business hours
One approvals queue
Roles, RACI, SSO, five-year audit trail
Excel import, readiness check
Adoption roadmap and rollout governance
Event management and situations–
Patch and vulnerability management–
Data centres and racks–
Service contracts and vendors–
Procurement, IT assets, depreciation, licences and spare parts–
AI assistant–
FOCUS costs, billing, price list, capacity model––
Customer data separation––
Sync with a primary CMDB––
Priority support––
War room for major incidents, cost of time–
Enterprise architecture (ArchiMate, TIME, roadmap)––
NIS2 and DORA

What we can evidence today and what is in preparation

The dependency map, service owners and an immutable audit trail are the foundation for NIS2 and DORA. See what is available today and what is in preparation.

NIS2 and DORA →
Comparison

CentOps and other tools

Using ServiceNow, Jira, OpenText or CA? See when CentOps makes sense instead of them and when alongside them.

Comparison →
Next step

Start with a pilot in one area.

Pick a customer or a department and its key services. After the pilot we review SLAs, changes and costs together – and you decide on expansion with peace of mind.

Choose an edition →