Providing Top Quality Solutions

IBM Tivoli Service Request Manager

In today's volatile, ever-changing IT environment, the service desk delivers critical support to the entire organization by keeping key business systems and services available and reliable. As technology becomes increasingly complex, problem resolution becomes more time-consuming, skill requirements increase and costs to maintain quality services escalate. In the face of tighter budgets and fewer resources, prioritization and responsiveness are the keys to maximizing the availability of business-critical IT services.

IBM Tivoli Service Request Manager combines the service desk and service catalog capabilities on top of a common process automation platform to provide a seamless, unified solution for all aspects of service requests, enabling a "one touch" IT experience.

The Service Desk component encompasses a broad variety of features that enable a single point of contact to automate incident and problem management. Built-in features streamline service desk functions and configure workflows and escalation across your organization, while a searchable knowledge base delivers fast answers to help-desk agents. Additional features include:

• Dashboards that provide real-time performance views.
• Out of the box contents such as workflows, templates, key performance indicators (KPI's), queries, and reports
• Self-service functionality that empowers end users to submit, update, and review incidents via a web browser
• Integration with IBM Tivoli Asset Management for IT to unify IT Asset Management and Service Desk functions on a common platform

Product Highlights:

• Streamline IT Infrastruction Library (ITIL)-based incident and problem management processes for more rapid service restoration
• Increase the availability of critical IT services
• Standardize and drive consistency and repeatability in IT service delivery with IT service catalog offerings.
• Help optimize productivity of service desk personnel and increase end-user satisfaction.
• Align IT operations with your line of business through service level management.
• Assign and track SLA compliance to your service requests
• Associate cost to your IT service offerings and manage consumption.
• Add asset, change and configuration management functionalities to the service desk as a seamlessly integrated solution on a common platform

For more information, contact cenergyIT at:
Phone: 770-887-3749
e-mail: info@cenergyit.com