Provides service desk problem management capabilities with asset management processes.
Provides an integrated service desk and service catalog for "one touch" IT experience.
IBM Tivoli® Service Request Manager combines service desk and service catalog capabilities on a common process automation platform to provide a "one touch" IT experience.
- Integrated Service Desk and Service Catalog offering the ability to manage both call based, and catalog based requests in one solution.
- Service desk (US) offers day-to-day management of incidents and problems.
- Service catalog (US) enables users to obtain IT services through published service offerings.
- Best practice incident and problem process out of the box, allowing fast time to market leveraging proven workflows.
- Simple configuration tools allow for easy, on the fly changes. Easy, drag and drop screen customisation and workflow customisation tools included.
- Upgradeability and Ease of Configuration. Customer built customisations and data preserved across updates/upgrades: never rebuild your service desk again.
Product framework
| Included components | |
Service Desk (US) |
Provides full service desk incident and problem management capabilities with service support and asset management processes |
Service Catalog (US) |
Provides service catalog A list of services available in an online catalog |
Maximo Enterprise Adapter (US) |
Enables quick connection/sharing with enterprise systems and a complete integration environment |
Tivoli Integration Composer (US) |
Enables rapid integration with asset inventory and system management tools. |
Maximo SLA Manager (US) |
Enables creation and tracking of service level agreements for tickets in service desk and service delivery in service catalog. |
| View all components | |
| Add-on component(s) | |
Maximo Enterprise Adapter for Oracle Applications |
Easily integrate with modules in SAP such as the Fin. Accounting, Cost/Mgmt Accounting, Project Systems, Materials Mgmt and HR. |
Integration with Tivoli Enterprise Console (US) |
Near real time synchronisation of opening and closing tickets between Tivoli Enterprise Console and Tivoli Service Request Manager. |
