IBM Tivoli Service Request Manager V7.1 provides a unified and integrated approach for handling all aspects of service requests to enable a one-touch IT service experience, backed up by an optimized delivery and support process. It is a powerful solution that closely aligns business and IT operations, which improves IT service support and delivery performance.
This IBM Redbooks publication is an integration guide for IBM Tivoli Service Request Manager V7.1. We describe all major integration scenarios:
- Event Management
- IBM Lotus Sametime Connect
- Change and Configuration Management Database
- Third-party Service Desk programs, such as HP ServiceCenter
- Computer Telephony Interface
- IBM Tivoli Identity Manager
This book helps you design and create a solution to integrate IBM Tivoli Service Request Manager V7.1 with other products to provide an ITIL-based integrated solution for your client's environment.
The target audience for this book includes individuals who are looking for an integrated Service Desk solution.
Table of contents
Chapter 1. Integration benefits
Chapter 2. Integration components
Chapter 3. Event management integration
Chapter 4. Service Desk Tool integration
Chapter 5. IBM Tivoli Identity Manager integration
Chapter 6. CCMDB integration
Chapter 7. Lotus Sametime integration
Chapter 8. Computer Telephony integration
Chapter 9. High availability best practices