Service Desk: Implement a service desk with integrated Change and Configuration Management Database (CCMDB).
This project will be of interest to those with the following pain points and needs
- High volumes of incidents and problems.
- Broken change control processes.
- High cost associated with upgrading existing service desk.
Key Components of the Project Solution
- Conduct interactive workshops to provide an overview of process and workflow, technology, and operational impact
- Define the optional solution architecture which supports established policies including processes, organization and technology to support client requirements
- Install, configure and load relevant data on a test then production database
- Train appropriate staff on new processes
Project Benefits
- Streamlines and automates incident and problem management processes.
- Improved change control.
- Unifies key service support process and delivers easily accessible business reporting and real-time KPIs (key performance indicators)
- Provides flexibility to your internal customers to shop for published IT service offerings through a service catalog
- For clients who have determined Tivoli Service Request Manager is the right solution for them
Project elements
- Products:
- GTS Services:
- Accelerator for Tivoli Service Desk
- Service management strategy and planning
- Service management design
- Help desk services (managed)
Register for the eKit
Service Desk eKit
