IBM Tivoli® Service Request Manager (TSRM) supports ITIL standards and Service, Asset and Facility Management processes. IBM Tivoli Service Request Manager combines the service desk and service catalog capabilities on top of a common process automation platform to provive a seamless, unified solution for all aspects of service requests, enabling a 'one touch' IT experience.

Help desk and service desk support are the focus of this solution. The service desk component of the Tivoli Service Request Manager 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 organisation, while the FAQ and knowledge base quickly delivers answers to your help -desk and service desk employees.

The Service Catalog component of Tivoli Request Manager allows users to select services directly from a catalog, helping to lower the cost of providing services. Options can range from simple end-user services such as password reset, to more complex services such as provisioning a server or upgrading an application environment. This versatile catalog also reflects the terms of any associated service level agreements (SLAs), rating and billing terms, and contractual agreements.

Additional features of TSRM are:

• Out of the box contents such as workflows, templates, key performance indicators (KPI's), queries and reports; 
• Dashboard with real-time performance views; 
• Self-Service Request; 
• Migration of configuration settings from test environment to production;
• Integration with telephony (CTI) and e-mail.
   

Tivoli Service Request Manager acts as a single point of contact to help manage service requests, incidents and problems across your organization. It can also automatically monitor and manage any data point, process or event, including handling incidents coming from network systems management and monitoring applications, human resource applications, office devices like photocopiers, and environmental systems such as heating and air-conditioning. Out of the box knowledge management capability provides easy integration with external knowledge sources and improves the knowledge search. The searchable knowledge base provides access to the common solutions to solve issues faster.

The dashboards provide insight into multiple levels of service desk operations so that support staff, managers and executives can monitor role-based key performance indicators (kpi's) using an intuitive, graphical display from any Web-based client. Dashboards provide actionable information and can identify potential problem areas, helping support staff take appropriate corrective actions before critical services are adversely affected.

The ability to create and track service level agreements can help your organisation to prioritise critical business functions. Tivoli Service Request Manager supports the service levels management for:

• Ticket management
• Service restoration
• Vendors
• Service delivery