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Automated request fulfillment system through integrated service desk and service catalog
Manages both call-based and catalog-based requests in one solution with integrated service desk software and service catalog.
- Manages both call-based and catalog-based requests in one solution with integrated service desk software and service catalog
- OCG Gold Level ITIL v3 Certification for Incident Management, Change Management and Request Fulfillment Management
- Enables users to obtain IT services through published service offerings
- Takes advantage of proven workflows and for fast time to market
- Employs change and configuration management software features, such as easy drag and drop screen, workflow customization and simple configuration tools for on-the-fly changes
- Combines upgradeability, easy configuration, customer-built customizations and data preservation during updates/upgrades so you never rebuild your service desk again
White paper
Planning the Transition from Service Silos to Service Management (Ptak/Noel)
Solution sheet
Take control of events with IBM Tivoli Netcool/OMNIbus (136KB)
Product framework
Included components
Provides full service desk incident and problem management capabilities with service support and asset management processes
Provides a list of services available in an online catalog
Enables quick connection and sharing with enterprise systems and a complete integration environment
Enables rapid integration with asset inventory and system management tools.
Enables creation and tracking of service level agreements for tickets in service desk and service delivery in service catalog.
Add-on component(s)
Incidents or service requests can be automatically created and closed based on this Tivoli Service Request Manager/OMNIbus integration.
This is an integration between IBM Tivoli Service Request Manager (TSRM) 7.1 and Genesys CTI (Computer Telephony Integration).
Easily integrate with modules in SAP such as the Fin. Accounting, Cost/Mgmt Accounting, Project Systems, Materials Mgmt and HR.
Provides service support and service delivery capabilities for multiple customers in a single deployed instance.
Additional products, services and solutions
Products
Enables customers to efficiently and effectively manage their IT asset lifecycle in order to lower cost and mitigate compliance risk
Solutions
Supports five service management processes—incident, problem, configuration, change and release management—and the service desk
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