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Lowering IT Costs with IBM's Unified Service Request and Asset Management Solutions
Questions and Answers
Does every customer request start as a Service Request?
All requests coming from the self-service module start as a service request (this is the module that users/customers use when they log on to TSRM). If the customer calls the help desk, the IT staff can directly open an incident or problem.
Can the asset management function be applied to building structures, i.e. bridges, docks, roadways, buildings, etc?
Yes. You might want to also look at the Maximo Linear Asset Management module. This option is available as a chargeable component of IBM Maximo Asset Management and allows you to track, manage, and optimize performance levels of linear assets such as roads, railways, and pipelines. It allows you to virtually segment linear assets as well as to view and modify attributes, features, and user-defined relationships, without impacting the underlying geometry — otherwise known as dynamic segmentation — and without losing critical work history. Maximo Linear Asset Management allows you to relate linear assets using user-defined relationships in lieu of the classic parent/child hierarchy. It supports multiple linear referencing methods, allowing you to locate work using exact measures or offsets based on one or more features or relationships.
Does a user need a Maximo login account? For us an ID is about a couple of hundred each. Does the SRM have unlimited logins to create Service Request?
Each user needs a logon account, but you don’t need to create them manually. You can, for example, synchronize them from Active Directory.
A self-service requestor is someone who only accesses the SRM product to enter a service request and view the status of his or her service requests. This license is limited to Self-Service Requestors only. It does not license a user to post actual work orders, to access the Actuate Report Writer, to run or view a report, etc. It is limited only to service request data input and access to a service request status. Unlimited Self-Service is provided at no charge.
Can we get a demo TAMIT database that we can further customize instead of starting from scratch? CIs are very similar between most companies (Servers, Routers, Printers, OS, Softwares, etc.) Can IBM provide a demo database that includes these standard items pre-configured/pre-populated, which can then be fine-tuned to specific requirements?
No. Also, the CIs are usually not entered directly into TAMIT but come from an asset discovery tool like TADDM (Tivoli Application Dependency Discovery Manager). This tool will scan your network, and afterward you will decide witch CIs/relationships you want to bring in.
If problems have to be elevated from the help desk to another assigned group, can the problem be elevated to an incident?
Yes.
How easy is it to integrate into an existing Maximo installation?
Very simple as long as you are using the same version products. For example, if you are on Maximo version 6, you should install TSRM version 6, not 7.
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