Integration Guide for IBM Tivoli Service Request Manager V7.1

An IBM Redbooks publication

Note: This is publication is now archived. For reference only.

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Published on September 05, 2008, updated September 25, 2009

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ISBN-10: 0738431184
ISBN-13: 9780738431185
IBM Form #: SG24-7580-00


Authors: Vasfi Gucer, Welson Tadeau Barbosa, Maamar Ferkoun, Kannan Kidambhi, Marc Lambert, Reynaldo Mincov, Richard Noppert and Uday Pradeep

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    Abstract

    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

     

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