IBM Tivoli Service Request Manager 7.1 provides an integrated service desk and service catalog for "one touch" IT experience. Tivoli Service Request Manager is part of a unified product suite for service management built from the ground up on a single, unified platform. It seamlessly works with rest of the IBM Service Management product suite such as Change and Configuration Management Database (CCMDB) 7.1 and Release Process Manager 7.1 to help you provide enhanced IT service management capabilities to your organization. In addition Tivoli Service Request Manager can be combined with Tivoli Asset Management for IT which is also built on the same unified platform to achieve even greater control over your IT assets. It consists of Service Desk and Service Catalog components. The highlights of the product are as follows:
- Streamline incident and problem management processes for more rapid service restoration at an appropriate cost
- Increase the availability of critical IT services
- Help optimize productivity of service-desk personnel and increase end-user satisfaction
- Maximize IT infrastructure stability and availability
- Align IT operations and your business with service level management, service provisioning and service catalog
- Provide flexibility to your internal customers to shop for published IT service offerings through service catalog
- Assign and track SLA compliance to your service request
- Associate cost to your IT service offerings and manage consumption
- Implement standardized and repeatable IT Service fulfillment process
- Support ITIL processes for managing incidents and problems management
IBM Maximo Asset Management for IT provides customers with the information required to track and manage IT assets efficiently through their entire life cycle by combining the inventory, financial and contract management of IT assets.
The solution consists of asset tracking, asset reconciliation, compliance management, contract management and procurement. These asset management functions are supported with action-based workflow to streamline processes, an intuitive UI to make them accessible to users throughout the organization, integrations to key asset, financial, and HR systems to leverage enterprise applications, and standards-based Web architecture to leverage the most cost-effective technologies.
Using IBM Maximo Asset Management for IT, companies can:
- Track all IT assets, locations, and changes
- Record and manage all contracts for software licenses, leases, warranties, and maintenance
- Create and enforce technology standards
- Establish chargebacks
- Provide a streamlined process for procurement and receiving of IT assets
- Reconcile actual assets with authorized assets (those purchased and under contract)
Value Statements:
- Deliver Licenses Compliance
- Reduce Costs
- Improve IT Support
- Greater Business Alignment
IBM Tivoli Service Request Manager is a best-of-breed enterprise IT service management solution ready to help you create service efficiencies, reduce service outages and streamline service desk operations. Maximo Service Desk provides advanced processes for creating, managing and monitoring SLAs such as notifications, escalations and a KPI dashboard.
Comprised of IBM Tivoli Service Request Manager's service management, work management, and asset management components, it also supports and enables the major Service Support functions according to IT Infrastructure Library (ITIL).
IBM Tivoli CCMDB (Change and Configuration Management Database) provides the most comprehensive view of all network hardware and software including PCs, servers and network devices, and detects the physical location of the assets. It is the fastest, most accurate and easiest to deploy autodiscovery tool - with minimal impact on network traffic.
IBM Tivoli CCMDB quickly and easily can:
- Inventory your hardware - PCs, servers and network devices
- Identify their physical location
- Inventory deployed software including where it is installed
- Track software usage
- Identify all configuration changes made to a PC for any given period of time
- Calculate the cost of upgrades with modeling and analysis
- Share the data with other applications
For more: http://www-306.ibm.com/software/tivoli/products/service-request-mgr/
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