Universal CMDB Configuration Manager (UCMDB-CM) and Service Manager (SM) Change Management together provide closed loop change and configuration management, enabling their users to control changes and perform change management according to configuration standards. This integration provides the ability to:
  • Drive changes from configuration standards, ensuring that configuration policies are enforced, configuration drift is avoided, and data quality is improved
  • Validate planned changes and ensure a more efficient change management process and improvement of other ITSM processes
  • Detect unplanned changes and take appropriate action

This integration allows for closed loop change and configuration management, facilitating closer alignment of the change implementer, change manager, and configuration manager as they drive higher quality and more efficient change management from configuration standards.

This integration enables users to:

  • Drive changes from configuration standards, thereby creating requests for change (RFCs) in Service Manager for configuration issues and policy breaches
  • Validate planned changes and automate authorizations, where UCMDB-CM detects changes that have occurred and correlates those changes (at the CI or Service level) to RFCs from Service Manager
  • Manually correlate changes to RFCs and authorize them
  • Detect unplanned changes and enable one of the following to occur:
    • automatically authorize and document the changes for audit purposes,
    • manually review and authorize the changes, which are then documented for audit purposes, or
    • roll back the changes, creating a rollback RFC in Service Manager
  • Determine the level of control desired for authorizing changes and receiving alerts



Leading Product:
Universal CMDB

Secondary Product:
Service Manager



Documentation for this integration can be found using the following links:


Support Matrix

  Service Manager
Universal CMDB
SupportedSupported (see comments)Not Supported

For an older version of this integration, please see Integration ID #485