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IBM Tivoli Service Request Manager provides an integrated service desk and catalog for a "one touch" IT experience.
This integrated service desk software unifies and automates key service support and asset management processes
- Manages both call-based and catalog-based requests in one solution with integrated service desk software and service catalog
- Takes problem and incident management software to another level with best practice incident and problem processing
- 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
Analyst report
EMA™ Advisory Note: Enterprise Trends in the Service Desk 2009 (PDF, 274KB)
Solution sheet
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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