Tivoli Service Request Manager

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Provides an integrated service desk and service catalog for "one touch" IT experience.

IBM Tivoli® Service Request Manager combines service desk and service catalog capabilities on a common process automation platform to provide a “one touch” IT experience.

• Integrated Service Desk and Service Catalog offering the ability to manage both call based, and catalog based requests in one solution.
• Service desk offers day-to-day management of incidents and problems.
• Service catalog enables users to obtain IT services through published service offerings.
• Best practice incident and problem process out of the box, allowing fast time to market leveraging proven workflows
• Simple configuration tools allow for easy, on the fly changes. Easy, drag and drop screen customization and workflow customization tools included
• Upgradeability and Ease of Configuration. Customer built customizations and data preserved across updates/upgrades: never rebuild your service desk again.

View features and benefits

Analyst report
IBM named a Leader in The Forrester Wave™: Service Desk Management Tools, Q2 2008 report

Solution sheet
Address IT costs and streamline operations with IBM service desk and asset management solutions.

Product framework

Included components Service Desk Provides full service desk incident and problem management capabilities with service support and asset management processes Service Catalog Provides service catalog A list of services available in an online catalog Maximo Enterprise Adapter Enables quick connection/sharing with enterprise systems and a complete integration environment Tivoli Integration Composer Enables rapid integration with asset inventory and system management tools. Maximo SLA Manager Enables creation and tracking of service level agreements for tickets in service desk and service delivery in service catalog. View all components Add-on component(s) Maximo Enterprise Adapter for Oracle Applications Easily integrate with modules in SAP such as the Fin. Accounting, Cost/Mgmt Accounting, Project Systems, Materials Mgmt and HR. Integration with Tivoli Enterprise Console Near real time synchronization of opening and closing tickets between Tivoli Enterprise Console and Tivoli Service Request Manager.

Additional products, services and solutions

Products Tivoli Asset Management for IT Enables customers to efficiently and effectively manage their IT asset lifecycle in order to lower cost and mitigate compliance risk Solutions Service Management Essentials Supports five service management processes—incident, problem, configuration, change and release management—and the service desk View all additional offerings

*Pricing:  Catalog prices are exclusive of tax and subject to change without notice. Passport Advantage customers will see their Relationship Suggested Volume Pricing during checkout.