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IBM Service Management Essentials

IBM Service Management Essentials

IBM IT Service Management, or ITSM, leverages IBM's unique value to deliver a software and service solution that can help clients achieve measurable results. To meet business and customer requirements, IT organizations need to start managing IT service as a business—an approach that requires better use of IT assets, better use of human resources and better execution of IT processes. IBM Service Management Essentials leverages IBM's unique value to deliver a software and service solution that can help clients achieve measurable results:




IBM's unique value Expected results
Pre-integrated ITSM Essentials identifies and manages change and configuration procedures according to governance processes Achieve two to three times the cost reductions, and increase quality, customer satisfaction and revenues compared to a non-integrated approach
A single vendor interface for IT optimization and efficiency that delivers and manages a "single enterprise" service management solution Optimize IT, freeing up resources and budget for business value projects
Automated processes integrated on a common service management platform, ensuring greater consistency in problem resolution Have fewer errors, save time and increase productivity when you "get it right the first time"
Support from one of the world's largest consulting organizations, with IBM Consulting Services practitioners who are trained, certified and experienced in delivering IT service management solutions Gain best practice processes, with solutions and workflows that are 100 percent ITIL aligned and ITUP based

ITSM Essentials supports five service management processes—incident management, problem management, configuration management, change management and release management—and the service desk and CMDB that connect them. The solution has four key components

  • IBM Consulting Services brings together service management processes, industry-leading technology, people, and information for a more successful implementation. The solution includes installation, personalization and testing of all software, as well as documentation and training for key personnel.
  • IBM Tivoli® Service Request Manager supports a streamlined incident and problem management process that enables efficient service with reduced downtime and service-related costs.
  • IBM Tivoli Change and Configuration Management Database (CCMDB) provides an enterprise-ready platform for discovering the assets in the infrastructure, managing the change and configuration control processes, and storing deep, standardized data on configurations and change histories.
  • IBM Tivoli Release Process Manager automates complex deployments in the context of the overall release management process.

To speed implementation of IBM Service Management Essentials, IBM Global Technology Services consultants will install and configure the solution to meet your business objectives. One of the world's largest consulting organizations — with a community practice of more than 5,000 global members including operational managers, architects, consultants and software developers — IBM Global Technology Services draws on a broad range of capabilities and a comprehensive portfolio of business and IT consulting services.


Products included in this solution
IBM Tivoli Change and Configuration Management Database
Provides an enterprise-ready platform for storing deep, standardized data on configurations and change histories to help integrate people, processes, information and technology.
IBM Tivoli Release Process Manager
Provides a process-based solution to address the domain of Release Management as defined by Information Technology Infrastructure Library (ITIL).
Netcool/Proviso
Netcool/Proviso delivers service quality and performance management with the carrier-class scalability and flexibility required for new generation services like VoIP and initiatives like OSS consolidation and network convergence.
Tivoli Service Request Manager
IBM Tivoli Service Desk enables service efficiencies, reduces disruptions, streamlines service desk operations, improves customer satisfaction, and reduces costs by unifying key service support and asset management processes



Page last updated on September 20, 2008.