IBM Tivoli® Service Request Manager – TSRM
IBM Tivoli Service Request Manager (TSRM) combines the service desk and service catalog capabilities on top of a common process automation engine to provide a seamless, automated request fulfillment system for all aspects of service requests. This single point of contact between service providers and users/customers is the focal point for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users making Service Requests.
With TSRM you will be able to optimize request fulfillment. Your incident and problem service levels, knowledge and service catalog, and financial IT management processes will reflect ITIL standards. This solution allows you to move from incident management to problem management to change management to release management, all on a single platform, to:
- Prioritize service restoration
- Help resolve problems and prevent future incidents
- Monitor and escalate incidents and problems based on your designated SLAs
- Design and implement processes to manage changes and help establish efficient procedures to distribute changes
TSRM delivers:
- A streamlined service desk with automated service request, incident and problem management and builit-in features that allow you to configure workflows and escalations
- Searchable knowledge base for fast answers
- Multicustomer support for service providers
- A versatile service catalog
- Dashboards for real-time performance views
- Centralized support for global organizations
- Remote diagnostics capabilities
- Instant messenger support
- Self-service capabilities delivers 24x7 support to end users
- Flexible survey functionality
- Ability to create and track service level agreements
- Integration with change management, IT asset management, and/or enterprise asset management.
Leverage service desk data to optimize IT Asset Management
When Tivoli Asset Management for IT draws on service desk information collected by TSRM, you can have greater visibility into the frequency and nature of IT asset incidents and failures. Having a common platform for service desk and IT asset management helps reduce costs and drive greater ROI from your IT investments.
To learn more about TSRM and how we can help implement, contact us at marketing@trmnet.com or 703-548-4285.
Click here for the IBM TSRM Brochure.
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