Find your fit
Who it is for
An internal IT team with services spanning servers, applications and support contacts can connect those components in the CMDB, then open a request or incident with affected-service context. A small pilot should model one real service and a few dependencies first.
A service desk handling many incoming tickets can use portal requests, impact-based priority, SLA timing and FAQ material to guide triage. Try a harmless incident and an escalation rule before relying on the metrics.
A team coordinating production changes can link incidents to a problem, document subtasks and fallback plans, and review potential downstream impact through configuration relationships. The quality of those relationships determines how useful the impact view is.
An organization deciding between self-managed and Combodo-hosted operation should compare the on-premise and SaaS offer, support commitment and migration path with its own administration capacity.
The work it supports
Core capabilities
Build a service catalog and connect each service to configuration items in the CMDB. Requests, incidents, problems and changes can then refer to the same service model, with impact analysis using those documented relationships.
Let users submit and follow requests in the web portal. Teams manage requests and incidents, can set approval rules and rank tickets using impact and urgency; verify those rules against a sample ticket flow.
Configure processing clocks, business hours and escalation triggers for service levels. Dashboard and report views help inspect response and resolution activity, but useful measures depend on accurate setup and ticket handling.
Link related incidents to a problem, document a planned change in smaller tasks, and record a fallback approach. Use CMDB dependencies to check what else could be affected before making the change.
Document common issues in knowledge or FAQ content and use it during ticket resolution. The same source of guidance can help the service desk answer repeat questions consistently.
Connect external inventory data through synchronization or API options and export reports in common formats. Test a small representative data set and verify connector rights before planning a full migration.
Use role-based permissions and the described SSO/MFA options to shape access, and inspect interaction history for traceability. Confirm identity-provider support, retention and edition rights during a pilot.
Understand the offer
Pricing and getting started
Community is the free functional base with standard service management. The current site recommends it for up to ten agents; that wording should be read as positioning rather than a proven license cap. Community documentation and forum help are separate from a paid support agreement.
Atelier and Forge add broader operational or industrial service scope and subscriptions with Combodo services. Advanced features can be optional or package-specific; request an exact feature and support schedule for the intended deployment.
The offer table presents SaaS and on-premise choices, but no simple public price. Confirm the actual quote, hosting responsibilities, upgrade assistance, included environments and support level before committing.
Look a little closer
Before you choose
Model one service, several linked configuration items and a harmless incident first. Change one dependency and verify that the impact view still reflects reality; the CMDB needs maintenance to stay decision-useful.
Walk one fictional request through portal submission, approval, escalation and reporting. Check how service hours and deadlines are configured so a sample SLA result means what the team expects.
Compare Community, Atelier and Forge against the exact needed ticket, automation, design and integration features. Treat the broad feature page as a capability map, then confirm included rights in the selected offer.
Review access, audit history and hosting operations before recording sensitive service data. SaaS security claims and self-managed configuration have different responsibilities; test the intended identity and recovery approach in the chosen environment.
6 distinct sources behind this profile. Research observed Oct 27, 2026. Features and offers can change.
View sources and research →
