One of our consultants contributed to 2 IBM Redbooks about the Tivoli Service Request Manager. IBM Redbooks are developed and published by the IBM International Technical Support Organization, ITSO, in collaboration with Business Partners such as in this case MACS.

The draft copies of both redbooks are available to the IBM site:

• Implementing Tivoli Service Request Manager V7.1 Service Desk - provides information that can be used to implement ITIL based Service Desk processes in an enterprise environment utilizing the IBM Tivoli Service Request Manager V7.1 product. This book is divided into three parts. Concepts and components - Provides an overview of the IBM Tivoli Service Request Manager product Service Desk functions and some of the standards that drive its development. Also provides the reader with a better understanding of the various components, logical and physical, that make up the product and the functions that they provide.This book will be a reference for IT Specialists who will be implementing IBM Tivoli Service Request Manager Service Desk processes in client environments.
• Integration Guide Tivoli Service Request Manager V7.1  -  presents an integration guide for IBM Tivoli Service Request Manager V7.1. We describe all major integration scenarios such as:
  -Event management
  -IBM Lotus Sametime Connect
  -Change and Configuration Management Database (CCMDB)
  -Third party Service Desk programs such as HP Service Center
  -Computer Telephony Interface
  -IBM Tivoli Identity Manager
   

Further information about the redbooks can be found at the IBM website