IBM Service Management

IBM® Tivoli® Unified Process (ITUP) is a Web-based tool that provides detailed documentation of service management processes based on industry best practices, including the recently released ITIL® V3 best practices. ITUP enables organizations to significantly improve IT efficiency and effectiveness by enabling users to easily understand processes, the relationships between processes, and the roles and tools involved in an efficient process implementation. ITUP represents the collective experience of IBM experts based on thousands of customer engagements. With more than 17,000 registered users, ITUP is a leading source of service management information.

• IBM Tivoli Unified Process Tool (version 7.1.4) NEW!
• IBM Tivoli Unified Process Tool (version 7.1.3) ITIL V3 aligned
• IBM Tivoli Unified Process Tool (version 7.1.1) ITIL V2 aligned version

• Watch a demo of the IBM Tivoli Unified Process Tool (version 7.1.3)

New processes

• Customer Satisfaction Management
• Demand Management
• Facilities Management
• Knowledge Management
• Risk Management
• Supplier Management

Improved processes

• Incident Management:Enhanced descriptions. Added focus on major incidents.
• Capacity Management:Enhanced descriptions
• Request Fulfillment:Enhanced descriptions

New roles in existing processes

• Incident Queue Manager
• Problem Queue Manager
• Change Queue Manager
• Change Reviewer

Updated roles

• Customer Liaison

Updated scenarios

• Rolling out software

Advice

• Process selection guide
• Implementing your own processes using ITUP Composer