Implementing IBM Tivoli Service Request Manager V7.1 Service Desk
An IBM Redbooks publication
Published 13 August 2008, updated 14 June 2010
IBM Form #: SG24-7579-00
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Authors: Vasfi Gucer, Welson Tadeu Barbosa, Maamar Ferkoun, Kannan Kidambhi, Marc Lambert, Reynaldo Mincov, Richard Noppert, Uday Pradeep
IBM Tivoli Service Request Manager V7.1 provides a unified and integrated approach in dealing with 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 IT operations and the business, improving IT service support and delivery performance.
This book provides information that can be used by clients, Business Partners, or IBM field personnel who are looking to engage in an effort 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.
Planning and Installation: Provides information related to the actual installation of the IBM Tivoli Service Request Manager product components, including information related to hardware and software requirements.
Demonstration scenarios and best practices: Focuses on demonstration scenarios using some of the new features of Tivoli Service Request Manager, such as reporting, survey, and search functions. We also provide best practices for fine tuning and high availability of Tivoli Service Request Manager components.
Table of contents
Part 1. Concepts and components
Chapter 1. Introduction to Tivoli Service Request Manager
Chapter 2. Tivoli Service Request Manager architecture
Part 2. Planning and installation
Chapter 3. Planning for installation
Chapter 4. Tivoli Service Request Manager installation
Part 3. Demonstration scenarios and best practices
Chapter 5. Reporting, survey, and search functions
Chapter 6. Best practices
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