End-to-End Service Management Using IBM Service Management Portfolio

An IBM Redbooks publication

Published 12 February 2009

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ISBN-10: 0738432210
ISBN-13: 9780738432212
IBM Form #: SG24-7677-00
(354 pages)

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Authors: Vasfi Gucer, Luca Balestrazzi, Eddie Chan, Michael Hooker, Marcio R. Luccas, Sanjay Pillay, Neil Pearson, Pawel Wozniak


IBM® Tivoli® Service Request Manager, IBM Tivoli Change and Configuration Management Database, IBM Tivoli Asset Management for IT, IBM Tivoli Release Process Manager, and IBM Tivoli Business Continuity Process Manager are key components of the IBM Service Management strategy. This IBM Redbooks® publication presents scenarios on the combined usage of these products for implementing a complete, end-to-end Service Management solution.

We start by introducing Information Technology Infrastructure Library (ITIL® )-based Service Management, followed by a discussion of how to design your ITIL-based Service Management solution using the Tivoli products.

We have included several scenarios that will help you understand how these products work together in a real customer environment.

This book is a major reference for IT specialists working on implementing ITIL-based Service Management solutions using Tivoli products. IT managers, IT architect, and pre-sales technical specialists will also benefit from information presented in this book.

Table of contents

Chapter 1. Introduction to Service Management
Chapter 2. IBM Service Management products
Chapter 3. Planning your IBM Service Management infrastructure
Chapter 4. How Asset Management and Configuration Management work together
Chapter 5. Scenario 1: Incident, Problem, and Change Management flow
Chapter 6. Scenario 2: Fixpack deployment
Chapter 7. Scenario 3: Process level integration with an external Service Desk system
Chapter 8. Scenario 4: IT Service Continuity Management using IBM Tivoli Business Continuity Process Manager
Chapter 9. Change impact assessment
Chapter 10. BIRT reporting
Appendix A. How to design an IBM Service Management solution using Tivoli products

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