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Yes. Discovery and MID Server configuration is the foundation of ITOM, and we vet for it specifically. The specialist installs and clusters MID Servers for capacity and resilience, configures the MID Server profile, capabilities, and IP ranges, and manages credentials securely through credential records and the external credential store. They build Discovery schedules scoped to the right IP ranges and behaviors, tune the probe-and-sensor pipeline (Shazzam port scan, classification, identification, and exploration), and resolve the common failures blocked ports, wrong credentials, missing SNMP community strings, and WMI or SSH access issues. They keep Discovery from creating duplicate CIs by aligning to the identification and reconciliation engine rules. The PM confirms your network topology and credential model so the specialist gets Discovery returning clean, deduplicated CIs into the CMDB from the first scheduled run rather than after weeks of trial and error.

Yes. Service Mapping turns a pile of CIs into business services you can actually reason about. The specialist builds top-down maps starting from an entry point (a URL, load balancer, or DNS name), lets the traffic-based and pattern-based discovery walk the dependencies, and curates the resulting map so it reflects the real application service rather than noise. They write and tune mapping patterns when out-of-box patterns miss a custom component, handle connection-section issues and credential gaps that break a trace, and validate the map against what the application team knows to be true. They align the resulting application services to the CSDM so the maps feed incident, change, and event management with accurate impact. They also set up tag-based and dynamic CI groups for cloud-native services. The PM confirms which business services matter most so mapping effort goes where it drives the biggest operational payoff.

Yes. Event Management is where ITOM proves its value by cutting alert noise into actionable alerts. The specialist configures event connectors and pushes (REST, SNMP traps, the Event Management connector instance, or pull connectors to your monitoring tools), writes event rules to bind events to CIs and to transform and filter raw events, and tunes alert aggregation and correlation rules so a storm of low-level events collapses into a single meaningful alert. They build alert-to-incident automation with the right thresholds and flapping suppression, configure alert management groups and remediation tasks, and wire the Operational Intelligence anomaly detection where appropriate. Crucially they bind events to CIs and services so an alert shows business impact, and they integrate with Service Mapping so the impacted-service view is immediate. The PM confirms your monitoring stack so the specialist targets the right connectors and noise-reduction strategy.

A PM is assigned within 10 minutes of booking and scopes your requirement on the first call. For a clearly defined task a Discovery fix, a MID Server cluster, a service map, an event connector a vetted ITOM specialist typically starts the same day. We offer three engagement models: project-based (fixed deliverable with milestones, ideal for a Discovery rollout or Service Mapping program), dedicated (a specialist embedded with your team for a sprint or longer, ideal for an ongoing ITOM build), and on-call burst capacity (hours drawn down as issues arise). You can scale up or down between sprints and cancel after any engagement. The PM coordinates the specialist with your network, security, and cloud teams so credentials, firewall rules, and access are never a blocker for Discovery.

Yes. A clean CMDB is the deliverable everything else depends on. The specialist runs Discovery for on-prem infrastructure and Cloud Discovery (or the Cloud Operations and multi-cloud connectors) for AWS, Azure, and GCP resources, aligning everything to the CSDM domains so hardware, software, applications, and services sit in the right structure. They configure the identification and reconciliation engine (IRE) identifier rules and data-source precedence so authoritative sources win and duplicates collapse, set up CMDB health dashboards to track completeness, correctness, and compliance, and remediate orphaned, stale, and duplicate CIs. They establish reconciliation rules so an SLA-bound source does not get overwritten by a weaker one. The result is a CMDB you can trust for impact analysis, change blast-radius, and audit. The PM confirms your cloud footprint so coverage is complete from on-prem to multi-cloud.