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© 2008 IBM Corporation
IBM Tivoli Service Request Manager 7.1Overview
May 2008May 2008
© 2008 IBM Corporation2
IBM Tivoli Service Request Manager Overview
Agenda
Introduction to IBM Service Management
Service Request Manager
– Service Desk Component• Customer Pains
• Value add
• Feature/Function/Benefit
• Competition
– Service Catalog Component• Customer Pains
• Value add
• Feature/Function/Benefit
• Competition
– Licensing Model
– Analyst Comments
– Why IBM Service Management solution is unique?
© 2008 IBM Corporation3
IBM Tivoli Service Request Manager Overview
Integrated approach to Service Management
IBM Process Automation Platform
Process Artifacts•Related to CIs and
Assets
•Process Definitions
CIs
•Attributes
•Relationships
•Configuration Data
Assets
•Attributes
•Relationships
Enterprise Asset Management
Asset Management for IT
Service Request Manager
Change & Configuration Management Database
Common applications | Common workflow | Common reporting | Common User Interface
Integrated SolutionAn Integrated set of solutions represent the full management of data, processes, tooling
and people
Common Data Model The core solutions share a common data
subsystem for simple data sharing
Processes that Work Together
The core solutions share a process workflow automation engine
No Rip and ReplaceLeverage existing investments in IBM and 3rd
party IT management tools
Lower Cost of Ownership Lower infrastructure and training costs, simple
upgrade model
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IBM Tivoli Service Request Manager Overview
Service Desk
Users
Requests for new Services
Self-service capabilities
Requests for service on existing Services
Break/fix, how-to, incident identification
Service Catalog
Service Request
IBM Service ManagementIBM Service Management
Operational Management
Service Management Platform
Process Management
Best Practices
• Single point of service for all end-user requests: break/fix and new orders.
• Integrate problem remediation and order fulfillment workflows
• Extend services beyond IT services as necessary
Integrating Service Request Management
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IBM Tivoli Service Request Manager Overview
Unified solution to improve productivity
Users
Service Desk
Service Catalog
ServiceRequests
ServiceRequests
Shopping RequisitionOrder
ManagementOrder Tracking
OMP/PMPIntegration for
automation
SRM Service Provider Solution
integration
Knowledge Incident Problem Asset/CI
•Advanced work management processes•Flexible and easy to configure, no coding required•Integration with CCMDB, TEC & other OMPs•Multi-customer support•Based on leading standards-based technology – J2EE, SOA, XML
•Process integration, built from the ground up on ITIL •Single user interface•Dashboards and reports•Data integration•Enterprise asset management integration
OMP/PMPIntegration for
automation
SRM Service ProviderSolution
integration
Service Request Manager 7.1
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IBM Tivoli Service Request Manager Overview
Service Request Manager Service Desk 6.2.1 & 7.1
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IBM Tivoli Service Request Manager Overview
How Can I:– Improve service level while keeping cost down?– Improve the productivity of my service desk
agents?– Address incidents according to urgency and
impact to the organization?– Resolve an incident quickly and restore the
service?– Identify troublesome hardware & software?– Rate how satisfied my users are?– Assess the business impact of the tickets?
Customer Pains
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IBM Tivoli Service Request Manager Overview
What is the value add to the customer?
Align IT operations and your business with service level management
Help optimize productivity of service-desk personnel through built-in problem solving tools
Streamline ITIL-based incident and problem management processes for more rapid service restoration
Maximize IT infrastructure stability and availability through integration with Operational Management Products (OMPs)
Automatically assign priority based on urgency and impact
Measure the satisfaction of end users through built-in surveys
Accelerates time-to-value through out-of-the-box workflows, reports, queries, templates etc.
Tightly integrated with Asset Management products and Change & Configuration Management Database (CCMDB) product.
Flexible, easy to configure/customize and no coding is required
Configurations are kept intact when upgrading
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IBM Tivoli Service Request Manager Overview
Service Desk 6.2.1 – Key Features / Benefits
Incident and Problem Management
Powerful visual workflow and escalation enable quick resolution
Self Service Allows users to proactively address their own issues reducing calls
Solutions Built-in, searchable solutions database enables agents to resolve issues faster, improving first call resolution rates.
Role-based KPIs Support staff, managers or executive can monitor role-based KPIs in an easy to configure, intuitive graphical display.
Interactive action based workflows
Guide users through a process or activity based on the context of data entered, reducing training requirements, promoting ease of use and greater accuracy of information.
Escalation management Ensures proper management of resources to achieve service levels. Proactively monitor conditions and send notifications from prompt action.
Configuration tools Flexible configuration tools for database configuration and applications design enabling users to easily and quickly configure the UI, dashboards, KPIs, reports and more on the fly.
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IBM Tivoli Service Request Manager Overview
Service Desk 6.2.1 – Key Features / Benefitscontinued
Work Management Work Management to deploy the right personnel with the right skills at the right time.
Dashboards Real-time dashboards provide actionable information and identify potential problem areas, enabling support to take appropriate corrective actions before critical services are adversely affected
Email Listener Efficiently processes inbound emails into service requests streamlining service desk operations and increasing user satisfaction
Ticket Templates Saves time by pre-populating work order fields with information found in the service request
Bulletin Board Provides real-time message display
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IBM Tivoli Service Request Manager Overview
Service Request Manager – Service Desk – Introducing 7.1
Service Desk
Remote Diagnostic Tools
Event Generators Knowledge Bases Other Service Desks Telephony (CTI)
Drag-and-Drop Integration Toolkit
TECNetView on Z (Opal)
Omnibus (Opal)
RightAnswers
Future KBs
HP Service CenterInfoman (Opal)Co-existence
&
Conversion Tools
Roles and Start CentersTicket templates
Incident / Problem WorkflowsKPIs and ThresholdsQueries and Reports
Escalations and Notifications
Best Practice Content
Common Service RequestsChange integration
CMDB Integration (CI selection)
Process Integration
Genesys
ToolingExtensibility, upgrade tooling
Select usability enhancements includingBulletin board and Knowledge Mgmt.
Survey management
OMP Integration
Tivoli Monitoring IntegrationNetCool Integration
Tivoli Identity Manager IntegrationLotus Sametime
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IBM Tivoli Service Request Manager Overview
CMDB Integration
Actions available from the detail menu associated with CI field on a Ticket
Goto CI Launch to the CI App and return to the Launching Service Desk Record
View CI Details Discovered Details Associated with the CI
View Related CIs Displays current CI relationships
Displays historic CI relationships
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IBM Tivoli Service Request Manager Overview
CMDB Integration within Incident Management
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IBM Tivoli Service Request Manager Overview
Integration to Change Management Support for whatever level of
change process maturity suits the customer– Basic Change management
– Change management with Asset management
– Change management with Asset and configuration management
Integrated Change management unique capabilities include– Integration with the Service desk provides incident management the ability to see what has changed.
– Create an RFC from Incident or Problem management one tab away
– Identify and record business and technical impact analyses for changes and releases
– Integration with external change management systems / service desks
– Change types can be created to support common changes Minor , Significant, Major and Urgent change requests (each with different tasks/flow)
– Change implementation schedule identifies tasks and task conflicts to help minimize unforeseen change collisions
– Out of box process, includes task aligned to roles, an included RFC application, change templates for changes such as change, standard, emergency, a change impact analysis application, CAB reports, Change Calendaring, and automation for change implementation
– Standard change, server provisioning, patch deployment, emergency change, …
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IBM Tivoli Service Request Manager Overview
Reduce Technical Support Cost
– Higher 1st Call resolution rates
Increase employee productivity due to downtime minimization
Increase the quality of helpdesk service by significantly improving response times
Higher Customer Satisfaction by providing timely quality customer support to end users
Maintain audit record of the Remote Control session
Remote Diagnostics
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IBM Tivoli Service Request Manager Overview
TSRM V7.1 - Service Level Management
Define the commitments that are in place with the Customer
Identify the processes that must be monitored and what proactive preventive countermeasure escalations are associated in order to meet the commitments
Measure performance related to SLA compliance
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IBM Tivoli Service Request Manager Overview
TSRM V7.1 - Knowledge Management
Structured representation of formal knowledge
– Symptoms/Cause/Resolution
– Grouped under well-defined classifications
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IBM Tivoli Service Request Manager Overview
TSRM V7.1 - Knowledge Management…contd
Accessible to both service desk agents & end-users
Quality control of contents through formal review process
Content relevancy & ranking based on end-user feedback
Supports knowledge content import from internal and external Knowledge bases
Keyword search
• Search enabled through Lucene open source search engine
Multi-lingual search
Enhanced ranking of search results
Ability to associate searchable keywords to solution content
View Tracking
Utility Tracking
User ranking and feedback mechanism
Ownership
Process to add content to the knowledgebase
Ability to attach documents to the solution content• search attached documents
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IBM Tivoli Service Request Manager Overview
TSRM V7.1 – Tools Integration Out-of-the-box Integration Toolkit
– Supports integration with IBM & non-IBM products– Greater control & flexibility in passing information (enabled via TDI)
– Computer Telephony Integration (CTI) with Genesys
Out-of-the-box integrations with• CCMDB 7.1 to assess business impact• Asset management products (TAMIT & MAM) for asset visibility• Tivoli Monitoring tools through TEC & Omnibus
– Tivoli Monitoring for distributed platforms– Netview for zOS for host platforms
Tivoli Netcool Impact for event enrichment
Tivoli Identity Manager for password reset by end-user & agent
Integrated out-of-the-box remote diagnostics of desktops & servers
Integration for instant messaging through Lotus SameTime
Service Provider Solution for multi-customer support
Integration with Tivoli Workload Scheduler 8.x
HP Service Center for service desk coexistence
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IBM Tivoli Service Request Manager Overview
Alternative multi-threaded mode of communication
Chat sessions are recorded and stored in the ticket’s Comm Log
Instant Messenger Integration
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IBM Tivoli Service Request Manager Overview
Computer Telephony Integration
CTI is prevalent in Service Desk operations.
TSRM 7.1 (Service Desk) integrates with Genesys CTI & IVR product Additional CTI Adapters/Plug-ins for other vendors such as
Cisco will be provided in subsequent releases Enables data collected from the telephone systems to be used
as input data to query databases with customer information and populate that data instantaneously in the customer service representative screen.
Net effect is the agent already has the required screen on his/her terminal before speaking with the customer.
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IBM Tivoli Service Request Manager Overview
Author and distribute customer surveys
Automatic distribution of a Survey via email to a specific user
Automatic distribution of a Survey via email to all users in the system over a cyclical time period
Agent can also conduct a telephone Survey with the end-user and record Survey responses
Reporting based on survey results.
Customer Survey
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IBM Tivoli Service Request Manager Overview
Service Desk Content ITUP-standard Process Flows and Roles
Incident and Problem Management ITIL V2 & V3
New Reports (tbd) Total numbers of Requests
Requests Completed/closed and incomplete sorted by state, priority, impact or urgency
Mean elapsed time to achieve Request completion Sorted by impact code SLA Compliance Status
Percentage of Requests handled within agreed response time (Request response-time targets may be specified in SLAs, for example, by impact code)
Average cost per Request
Percentage of Requests closed by the Service Desk without reference to other levels of support;
Requests processed per Service Desk workstation;
Number and percentage of Requests resolved remotely, without the need for a visit.
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IBM Tivoli Service Request Manager Overview
Service Desk Content Security Groups to support ITUP roles
Role Related Start Centers for each process
ITUP Expert Process Advice Available from Role Related Start Centers
Escalations Automate Acknowledgement Process Automate Solution Sending Automate Ticket Close Automate Communications to Reported by / Affected By
Communications Templates Roles
Role to resolve to all members of an ownergroup Used to notify members when a ticket is assigned to their group
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IBM Tivoli Service Request Manager Overview
IBM Tivoli Service Desk – Competitive Differentiators
IBM Tivoli Service Desk offers: Unlike Competitive Products:
An integrated solution for all asset and service management
Unable to manage all asset classes in the enterprise along with integrated service management from a single platform
Flexible, easy to configure, no coding required Customizations require development coding work and are not done on the fly
Upgradeability: configurations are kept intact when upgrading
Customizations do not upgrade, upgrades require a rip-and-replace of the system
Based on leading standards-based technology: web-architected platform built on J2EE with advanced business process management, based on SOA, web services and XML
Based on older, proprietary technology, that does not integrate well
Built from the ground-up on the ITIL framework Retrofitted to align with ITIL
Key competitors
HP / Peregrine, BMC / Remedy and to lesser extent CA Unicenter
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IBM Tivoli Service Request Manager Overview
Service Desk – Messaging Summary
Designed ground-up on the ITIL framework to support ITSM processes…
• built with inherent support for Incident, Problem, change, configuration and release process management
• part of a single platform that combines asset and service management
A service desk solution that …
• closely aligns IT operations and the business
• improves IT service support performance
• is used to manage any type of critical enterprise asset, lowers cost of ownership
Offers unique capabilities for …
• ease of use with role-based user interface, configurable KPIs and real-time dashboards
• business agility with flexible tools for database configuration, application design, notifications/escalations and enterprise integration
• powerful workflow to drive critical business processes
• work management enabling efficient planning and assignment of skilled personnel & resources
Web-architected platform built on J2EE with advanced business process management; based on SOA, web services and XML
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IBM Tivoli Service Request Manager Overview
Service Request Manager Service Catalog
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IBM Tivoli Service Request Manager Overview
Customers cannot manage Service Delivery effectively
Which “services” are actually being provided?
How frequently they are being requested?
How satisfactorily they are being fulfilled?
Inability to predict future demand for services, so planning for them is weak
End users do not know what services they are entitled to and how to obtain them
Operations personnel don’t have well defined, best practice, fulfillment processes defined so they fulfill the same requests in different manners
For IT services that affect critical hardware and software assets, need to tightly integrate Service Delivery with established IT Management processes
Customer Pains
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IBM Tivoli Service Request Manager Overview
What is the value add to the customer? Align IT operations and your business with service level
management
Provide flexibility to your internal customers to shop for published IT service offerings through service catalog
Configure the visibility of service offerings based on location and departments
Ensure repeatable and consistent service delivery process
Automate the service fulfillment process thereby reducing service delivery cost
Measure end user satisfaction through built-in surveys and track the trends
Assign and track SLA compliance to your service request/requisitions
Associate cost to your IT service offerings and manage consumption
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IBM Tivoli Service Request Manager Overview
Service Catalog means different things to different customers
ServiceIndex
A list of services…
…available inan online catalog…
…which supportsonline ordering…
…and automatedorder fulfillment
Metrics/DataProcess Flow Service
Level Mgmt.IT Financial
MgmtIT Mgmt
DashboardsGovernance Demand Mgt
• Structured, searchable, database of services available to end users• Description, service levels, costs, availability, entitlements• Support transaction services and subscription services
• Add orders to a shopping cart, checkout• Order authorization and approval
• Fulfillment/provisioning of transaction/subscription services• Workflow management of manual process steps• Drive automation of IT processes – esp. change and release
Service Catalog
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IBM Tivoli Service Request Manager Overview
Service Request Manager – Service Catalog
Roles and Start CentersService Definition Templates
Request WorkflowsKPIs and ThresholdsQueries and Reports
Escalations and Notifications
Best Practice Content
Shopping UIs
Service Tooling
Extensibility Catalog definition tooling
Service & Offering definition toolingFulfillment Option definition tooling
Upgrade tooling
Common Service RequestsLaunch to Incident, Problem, Change and Release
CMDB Integration (CI/Asset selection)
Process Integration
Shopping CartFavorites / Recommended
Search
Order Fulfillment
DescriptiveAction
Supply ChainService Creation& Publishing
Service Ordering“Shopping”
Service OrderManagement
Service Fulfillment
Service Monitoring
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IBM Tivoli Service Request Manager Overview
Service Catalog - Main Roles, Activities, and Tools
IT Operations Analyst: Complete order planning Work schedule assignment
IT Operations Specialist: Performs work items
Integrations(CCMDB, PMPs, OMPs)
Catalog OrdersApplication
Work Management Applications
Service Fulfillment Application
OfferingsApplication
Fulfillment OptionsApplication
CatalogsApplication
Service Designer: Define Services Define Offerings and Catalogs
Service Delivery Manager: Determines delivery plan Determines providers
Service Administration
Operations
UserOffering Catalog
IT User: Searches for services Submit requests Monitor status Start center
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IBM Tivoli Service Request Manager Overview
Service Catalog - Main Roles User Role
– IT User• End user that browses service catalog and submits service requests
Service Administration and Definitions roles
– Service Designer • new role defined in SRM – based on ITUP Service Level Manager role• Manages the definition, inclusion and availability of services in the catalog
– Service Delivery Manager • Co-author of services definition. • Builds and manages aggregate delivery plan, including cost and resources• Maintains competence , capacity pools and profiles of the delivery teams
Operational / Execution roles
– Operation Analyst• Receive, review and analyze service request information from user • Executes all operational processes and procedures of Order Planning and Fulfillment Planning• Analyzes, prepares, submits and adjusts task planning, workload, work schedule and work
items
– Operation Specialist • Perform work items
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IBM Tivoli Service Request Manager Overview
Flexible Offering Definition and Catalog Management
Simple maintenance of complex catalogs
Specify default/fixed values for service attributes
One Service Fulfillment Definition can have multiple Offering
Definitions with different service parameter defined.
Service
Offering 1 Offering 2 … Offering n
Service offerings tailored forindividual users or groups
Fulfillment and managementlargely common for all offerings
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IBM Tivoli Service Request Manager Overview
Service Catalog Order Fulfillment Supports broad spectrum of services fulfillment
Simple service fulfillment types
Description• Textual information that describes a service and how to request it
• Can contains attachments and links to URL that documents the existence of a customer service
Action-based• Link into an ISM application or launch in context to an external web-based application
More complex service fulfillment types
Supply Chain-based• Modeled after Maximo purchasing supply chain components
Material Requisition->Purchase Requisition->Purchase Orders->Work Orders
• Highly flexible Possible to configure multiple providers for the same service fulfillment flow
Operations personnel can guide the delivery of services
Can invoke generate external POs, call external applications, etc.
Fast path handling can be configured
• Supply Chain maintains status and KPIs
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IBM Tivoli Service Request Manager Overview
Service Order Automation ( Supply Chain )
Catalog PRsCatalog Requests
PMSCSO
Service Order
WO
Work Order
1 1Business
Object Layer
UI Layer
1 nPMSCMR PMSCPREnd User Request
1 n
Automation via
Workflow
User entitlement and end-to-end automation
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IBM Tivoli Service Request Manager Overview
Powerful Fulfillment Automation
Simple to use drag and drop workflow editor
Entitlements, Authorizations, Order processing automation
Job Plans, Work management and Automation
Invoke ISM process managers, trouble tickets, generate external request,
call external applications, etc.
Role-based workflow and task management for manual processes.
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IBM Tivoli Service Request Manager Overview
Automation in Service Flows
Workflows
– Entitlement and Automations
Response Plans ( future )
Escalation
OMP Integration
Fully Automated flows vs. Human tasks driven flow
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Shopping UI – Customizing the end-user experience
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IBM Tivoli Service Request Manager Overview
Service Item Request Specification
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IBM Tivoli Service Request Manager Overview
SRM 7.1SRM futures
Service Lifecycle
Continual Service Improvements
Transition How do I deploy? Deploy the service
Design How do I implement? Architecture? Capacity? Operational characteristics? Will my service resources be managed?
Strategy Who are customers? What are the services? What value am I providing?
Operations Fulfilling Requests Providing help Resolving problems
“Supply Chain” ProvidersService Desk
PMP/OMP Automation
Operations
User
Approval &Fulfillment
Catalog Requests
Request 1
Request 2
Service FulfillmentDefinitions
Service Design
ShoppingCatalog
ITIL V3 Service Lifecycle and SRM
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IBM Tivoli Service Request Manager Overview
Service Request Manager 7.1 Content
Derived from the best practices and subject matter experts
Over 150 services identified, 23 of which are planned for delivery in first release
– Theme for first release is “Getting Started”
– Service Flows provides a simple end to end flow
Infrastructure supports customization and creation of new services
Continued delivery of services post-GA via OPAL website
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IBM Tivoli Service Request Manager Overview
Service Catalog content – Phase 1
SRM 7.1 contents may change without notice
Service LineService Line Component
Service Definition
Server Systems Management
Server Management
Build New Standard Server Image
Build New Standard Server Image with Middleware
Deploy Server to Floor
Perform Initial Build Activities
Server Lock Down
DB Subsystem Support
DBMS Install and Configure
Add Database to Server
Remove Database from Server
Middleware Support Middleware Install and Configure
Distributed Client Services IMAC Office Move
Minor Facility Request
Enterprise Security Management
Identity and Access
Lotus Notes ID - Change Password
Lotus Notes ID - Change User Name or Certifier
Lotus Notes ID – Create/Delete Account
ID Request
Data Network Services Operations Firewall Service Request
Fixed Cost Service Requests
Minor Site Enhancement
I&S Network Consulting
Bandwidth Analysis Assessment
Composite Service ExamplesBuild New Server
Build New Server with Middleware
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IBM Tivoli Service Request Manager Overview
What is the value add to the customer?
Streamline ITIL-based incident and problem management processes for more rapid
service restoration
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
Establish a common solution for global support
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/requisitions
Associate cost to your IT service offerings and manage consumption
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IBM Tivoli Service Request Manager Overview
Licensing Model – SRM 6.2.1 and 7.1
Licensed based on number of Concurrent and Registered Users.
– Registered User: A licensed user to use SRM product. Multiple log-ins under the same or a single user name is prohibited.
– Concurrent User: A Licensed User who is licensed only to use SRM product with multiple log-ins being permitted under the same or a single user name, but provided that the total number of Concurrent Users logged into or using the Program at the same time shall not exceed the total number of Concurrent Users licensed.
– Self-service Requestor: Someone who only accesses SRM product to enter a service request and view the status of his or her service requests. This license is limited to Self-Service Requestors ONLY. It does not license a user to post actual to work orders, to access the Actuate Report Writer, to run or view a report, etc. It is limited only to service request data input and read access of service request status. Unlimited Self-Service users is provided at no charge.
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IBM Tivoli Service Request Manager Overview
Analysts comments Excerpts from “IBM Surges Ahead in the Service
Desk Market with Maximo” – an Impact Brief dated August 2007 from Enterprise Management Associates
– “…with Maximo’s well-established service desk offering and broad-based asset management solution, IBM is making waves that may make navigation tougher for some of the other service desk providers..”
– “The biggest news here is that IBM Tivoli is clearly taking on both the service desk and asset management markets in a big way.”
– “The service desk and asset management solutions from IBM can deliver a powerful punch, especially when paired with IBM Global Technology Services and integrated with IBM’s service-oriented architecture, auto-discovery capabilities, and service management best practices. IBM has pushed forward with this integration and now offers its customers a comprehensive solution for managing services and assets across the enterprise on a global scale.”
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IBM Tivoli Service Request Manager Overview
Based on TSRM 6.2.1 capabilities & our strategy and vision TSRM product.
Forrester quote:
“…..the enhanced and rebranded Tivoli Service Request Manager is on its way to becoming a formidable competitor at high end.”
Forrester Wave@ Large Enterprise Service Desk Management Tools, Q1 2008
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IBM Tivoli Service Request Manager Overview
Forrester Wave@ Small Enterprise Service Desk Management Tools, Q1 2008
Based on TSRM 6.2.1 capabilities & our strategy and vision TSRM product.
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IBM Tivoli Service Request Manager Overview
Configuration information is stored in meta data to readily upgrade from one version to the next.
The platform combines asset management and service management in one environment.
Built-in configuration tools allow for easy, on the fly changes to UI, workflows, processes, reports.
All critical assets that drive the business – IT and non-IT – are managed through the same interface.
Web-architected platform built on J2EE with advanced business process management; based on SOA, web services and XML.
Supports ITIL processes out of the box: Incident, Problem, Change, Release and Configuration.
IBM offers full breadth of end-to-end asset and service management solutions that operate on a common web services infrastructure.
Upgradeability
Unified Platform
Ease of Configuration
IT and Enterprise Assets
Leading, standards-based technology
Built ground up on the ITIL framework
Breadth of Service Management offering
Why IBM Service management solution is unique?
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Thank you! Questions?
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IBM Tivoli Service Request Manager Overview