Tivoli Service Request Manager

Tivoli Service Request Manager – Service Desk
The Service Desk component provides a comprehensive set of applications that help you improve the service level of your organization while keeping costs down.

The Service Desk applications enable you to do the following:

• Use built-in problem-solving tools to optimize productivity of service-desk personnel.
• Restore service more rapidly using streamlined ITIL-based incident and problem management processes.
• Integrate easily with operational management products (OMPs) for maximized IT infrastructure stability and availability.
• Automatically assign service ticket priority based on urgency and business impact.
• Measure end-user satisfaction through built-in surveys.
• Use out-of-the-box workflows, reports, queries, and templates to accelerate time to value.
• Easily manage assets and changes, thanks to the tight integration of Service Desk with IBM Tivoli Change and Configuration Management Database (CCMDB) and IBM Tivoli Asset Manager.
• Use flexible, easy-to-use configuration and customization tools to customize the user interface, start centers, templates, workflows, and other product functions, with no coding required.

Automated incident and problem management

Tivoli Service Request Manager acts as a single point of contact to help manage service requests, incidents and problems across your organization. It can also help

Tivoli Remote Diagnostics

• Reduce Technical Support Cost
• Higher 1st Call resolution rates
• Increase employee productivity due to downtime minimization
• Increase the quality of helpdesk service by significantly improving response times
• Higher Customer Satisfaction by providing timely quality customer support to end users
• Maintain audit record of the Remote Control session

Knowledge Management

• Accessible to both service desk agents & end-users
• Quality control of contents through formal review process
• Content relevancy & ranking based on end-user feedback
• Supports knowledge content import from internal and external Knowledge bases
• Keyword search
• Search enabled through Lucene open source search engine
• Multi-lingual search
• Enhanced ranking of search results
• Ability to associate searchable keywords to solution content
• View Tracking
• Utility Tracking
• User ranking and feedback mechanism
• Ownership
• Process to add content to the knowledgebase
• Ability to attach documents to the solution content
• search attached documents

Instant Messenger Integration

• Alternative multi-threaded mode of communication
• Chat sessions are recorded and stored in the ticket’s Comm Log

Computer Telephony Integration

• TSRM 7.1 (Service Desk) will include integrated Genesys CTI technology
• Additional CTI Adapters/Plug-ins for other vendors such as Cisco will be provided in subsequent releases
• Enables data collected from the telephone systems to be used as input data to query databases with customer information and populate that data instantaneously in the customer service representative screen.
• Net effect is the agent already has the required screen on his/her terminal before speaking with the customer.

Surveys

• Author and distribute customer surveys
• Automatic distribution of a Survey via email to a specific user
• Automatic distribution of a Survey via email to all users in the system over a cyclical time period
• Agent can also conduct a telephone Survey with the end-user and record Survey responses
• Reporting based on survey results.

Key Value Add elements:

• Streamline ITIL-based incident and problem management processes for more rapid service restoration
• Streamline ITIL-based incident and problem management processes for more rapid service restoration
• 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