In today's volatile, ever-changing IT environment, the service desk delivers critical support to the entire organization by keeping key business systems and services available and reliable. As technology becomes increasingly complex, problem resolution becomes more time-consuming, skill requirements increase and costs to maintain quality services escalate. In the face of tighter budgets and fewer resources, prioritization and responsiveness are the keys to maximizing the availability of business-critical IT services.

IBM Tivoli Services Request Manager combines the service desk and service catalog capabilities on top of a common process automation platform to provide a seamless, unified solution for all aspects of service requests. TSRM also have Pink Verify Certificate, the highest level of compliance with the ITIL standard. The significant advantage compared to competitive solutions is in fact that upgrading IBM Tivoli Service Request Manager will never be a problem. IBM Tivoli Service Request Manager keeps your data as metadata and it is able to fully convey them. Quick and easy upgrade achieved time savings of employees.

The Service Desk component of Tivoli Service Request Manager encompasses a broad variety of features that enable a single point of contact to automate incident and problem management. Built-in features streamline service desk functions and configure workflows and escalation across your organization, while a searchable knowledge base delivers fast answers to help-desk agents. Knowledge base has the ability to associate keywords to solution content and includes a user-ranking and feedback mechanism. The searchable knowledge base provides access to common solutions, known errors and workarounds, helping agents resolve issues faster and improving first-call resolution rates. Service Desk Knowledge Base can be updated by the users, with the aim of increasing the efficiency of problem solving.

The Service Catalog component of Tivoli Service Request Manager allows users to select services directly from a catalog, helping to lower the cost of providing services. Options can range from simple end-user services such as password reset, to more complex services such as provisioning a server or upgrading an application environment. This versatile catalog also reflects the terms of any associated service level agreements (SLAs), rating and billing terms, and contractual agreements.

Tivoli Service Request Manager improves management of service requests, incidents, problems within your organization. It is important that management depends entirely on your, pre-defined plans. If you know how to solve a problem in your organization, Tivoli Service Request Manager not only that he can help and accelerate the process of solving, also it will open new horizons in the process of solutions, offering a whole range of possibilities. The software has a configurable User Interface, KPIs, display data in chart form, a lot of predefined report with the possibility of creating new.

IBM Tivoli Service Request Manager at any time allows you to have insight into the status of each received request, as well as other information related to request or problem-solving process. Ideas for the management of your company could be the time control, work management can easily take account into the time spent on solving problems (separating the time spent in work, time spent waiting for materials or transport), as well as the costs that can be divided into labor costs, material costs, spare parts, transport etc. All these are just potential ideas for the creating a better organization of your business activities and better access, and therefore the control of any activity undertaken by your employees. With a few mouse clicks you will have access to all the changes related to each resource that your company has and every activity conducted within the company.

• Functionalities Tivoli Service Request Manager:
  Integrated service management platform
  Product provides a single integrated platform through which you can efficiently manage all operational and IT asset classes and their incident, problem, change, release, and SLA management processes
• Integrated process management
  The product provides out-of-the-box automation for change, configuration, incident, catalog request, and release management processes. These processes are managed by an integrated common graphical workflow engine that provides easy modification and customization
• Rich integration modules
  Service Request Manager integrates with a variety of operational management products (OMPs) and process management solutions. Tivoli Service Request Manager provides an out-of-the-box Integration Toolkit that supports integration with many IBM and non-IBM products.
• Integrated user interface
  The Service Request Manager user interface provides its functions through a set of applications.
• Common service management tools
  The product provides a comprehensive collection of tools that make your product environment flexible and easy to configure, with no coding required.
• Reports and start centers
  Service Request reports can help you understand the state of a particular aspect of your environment so that you can recognize when corrective measures are required, enables users to have an effective review of executive and business accounts, incidents, problems. A start center is a collection of links, notifications, work queues, and KPIs appropriate to a particular user role. The start center helps each user monitor his assignments and stay aware of conditions that might require his attention.
• Security
  You can control which users can use individual applications.