# Features: CMDB, incidents, changes, event and patch management · CentOps > Modules on one configuration database, grouped along the ITIL 4 value chain into Plan, Build, Run and a shared platform: configuration and dependencies,… URL: https://centops.eywo.digital/en/features/ Language: en Last updated: 2026-10-30 Features # Modules on one CMDB Modules that share their data. Switch on only the ones you need. [Plan: strategy and planning](#g-plan)[Build: change and delivery](#g-build)[Run: operations and support](#g-run)[Platform: the shared foundation](#g-platform) 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 Practice Coverage Modules General management Architecture management full [Enterprise architecture](https://centops.eywo.digital/en/features/#ea) Continual improvement partial [Problems and known errors](https://centops.eywo.digital/en/features/#problem), [Changes and maintenance windows](https://centops.eywo.digital/en/features/#change), [Rollout roadmap](https://centops.eywo.digital/en/features/#adoption) Information security management partial [Patching and vulnerabilities](https://centops.eywo.digital/en/features/#patch), [Roles, security and audit](https://centops.eywo.digital/en/features/#gov) Knowledge management partial [Problems and known errors](https://centops.eywo.digital/en/features/#problem) Measurement and reporting full [SLAs and availability](https://centops.eywo.digital/en/features/#sla), [Costs and billing](https://centops.eywo.digital/en/features/#costs) Organizational change management partial [Rollout roadmap](https://centops.eywo.digital/en/features/#adoption) Portfolio management partial [Enterprise architecture](https://centops.eywo.digital/en/features/#ea) Project management partial [Rollout roadmap](https://centops.eywo.digital/en/features/#adoption) Relationship management partial [Customer separation](https://centops.eywo.digital/en/features/#tenancy) Risk management partial [Changes and maintenance windows](https://centops.eywo.digital/en/features/#change), [Availability and resilience](https://centops.eywo.digital/en/features/#resilience) Service financial management full [Costs and billing](https://centops.eywo.digital/en/features/#costs) Strategy management out of scope — Supplier management full [Contracts and suppliers](https://centops.eywo.digital/en/features/#contracts) Workforce and talent management out of scope — Service management Availability management full [Availability and resilience](https://centops.eywo.digital/en/features/#resilience), [SLAs and availability](https://centops.eywo.digital/en/features/#sla) Business analysis out of scope — Capacity and performance management partial [Costs and billing](https://centops.eywo.digital/en/features/#costs), [Data centres and racks](https://centops.eywo.digital/en/features/#dc) Change enablement full [Changes and maintenance windows](https://centops.eywo.digital/en/features/#change), [Approvals](https://centops.eywo.digital/en/features/#approvals) Incident management full [Incidents](https://centops.eywo.digital/en/features/#incidents), [War room](https://centops.eywo.digital/en/features/#warroom) IT asset management full [IT assets and procurement](https://centops.eywo.digital/en/features/#itam), [Licences and spare parts](https://centops.eywo.digital/en/features/#licenses) Monitoring and event management full [Monitoring and events](https://centops.eywo.digital/en/features/#events) Problem management full [Problems and known errors](https://centops.eywo.digital/en/features/#problem) Release management partial [Patching and vulnerabilities](https://centops.eywo.digital/en/features/#patch) Service catalogue management full [Requests and service catalogue](https://centops.eywo.digital/en/features/#requests) Service configuration management full [Configuration database](https://centops.eywo.digital/en/features/#cmdb), [Dependency map and impact](https://centops.eywo.digital/en/features/#map) Service continuity management partial [Availability and resilience](https://centops.eywo.digital/en/features/#resilience) Service design out of scope — Service desk partial [Incidents](https://centops.eywo.digital/en/features/#incidents), [Requests and service catalogue](https://centops.eywo.digital/en/features/#requests) Service level management full [SLAs and availability](https://centops.eywo.digital/en/features/#sla) Service request management full [Requests and service catalogue](https://centops.eywo.digital/en/features/#requests) Service validation and testing out of scope — Technical management Deployment management partial [Patching and vulnerabilities](https://centops.eywo.digital/en/features/#patch), [Changes and maintenance windows](https://centops.eywo.digital/en/features/#change) Infrastructure and platform management partial [Data centres and racks](https://centops.eywo.digital/en/features/#dc), [Configuration database](https://centops.eywo.digital/en/features/#cmdb) Software development and management out 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. Feature Standard Business Enterprise 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 →](https://centops.eywo.digital/en/nis2-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 →](https://centops.eywo.digital/en/compare/) 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 →](https://centops.eywo.digital/en/editions/)