Tivoli Service Request Manager

Tivoli Service Request Manager - Service Catalog
The Service Catalog component of Tivoli Service Request Manager allows users to select services directly from a catalog, helping to lower the cost of providing services. Options can range from simple end-user services such as password reset, to more complex services such as provisioning a server or upgrading an application environment. This versatile catalog also reflects the terms of any associated service level agreements (SLAs), rating and billing terms, and contractual agreements.

The Service Catalog component of Tivoli Service Request Manager provides the following tools:

• Catalogs application is used to manage the service Offerings that are visible to the user.
• Offerings application defines the service offering that are available. One powerful design feature is that a single Service Fulfillment definition can be expressed in multiple Offerings. For example, a Service Fulfillment definition can be created to provide configured laptops. The base service supports a variety of attributes that define the hardware and software characteristics desired in the provided laptop. Given this base flexible sort of service, multiple offerings can be defined that provide pre-configured laptops at different levels of capability and price.
• Service Fulfillment application allows one to define the “base” portions of a service. All sorts of default parameter values can be defined for a class of service. These can be overridden at the Offering level. Among other things, a Service Fulfillment definition can define the Job Plan that indicates how to render a request for a service.
• Fulfillment Options application permits one to customize how a particular class of service will be fulfilled. Among other things, it permits alternative Service Providers for a given class of service to indicate how they would fulfill the service. When a service is requested, if there are alternative qualified Service Providers, the IT Operations Analyst can supervise the selection of a particular provider.

Service Catalog roles are based on the ITUP 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

Key Value Add elements:

• 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