IBM Tivoli
Service Desk
IBM Tivoli Service Desk provides incident and problem management capabilities and unifies key service support and asset management processes to increase service efficiencies, reduce disruptions, improve customer satisfaction, and reduces costs.
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, prioritisation and responsiveness are key to maximizing availability of business-critical IT services.
IBM Tivoli Service Desk helps organisations meet these challenges by enabling the IT organisation to manage incidents and problems across the infrastructure, more rapidly restore failing IT services and help minimise costly service-desk calls.
Features
- Incident and Problem Management support the prioritisation of fixing the end user’s problem over root cause analysis to increase service levels and employee productivity.
- End-user self service provides an easy-to-access, browser-based user interface to submit tickets, view updates and search solutions.
- Email listener efficiently processes inbound emails into service requests.
- Ticket templates save time by pre-populating work order fields with information found in the service request.
- Searchable solutions provide quick access to solutions for specific service requests and help build the internal knowledgebase.
- Built-in Configuration Tools allow users to quickly and easily make changes to their workspace, user interface, workflows, reports and more.
- Based on leading standards-based technology: web-architected platform built on J2EE with advanced business process management, based on SOA, web services and XML.
Tivoli Service Desk includes a user interface that can be easily configured to map an organisation’s processes, data models, and corporate user interface and portal standards. This technologically advanced and flexible solution also supports ITIL-based processes for:
- Incident and problem management
- Change, release and configuration management
- Service level management
- Contract management
- Procurement
No matter where the incident originates, Tivoli Service Desk enables service teams to consolidate user communication across a variety of channels (including phone, e-mail, Web and fax) to help ensure that incidents are captured and that customers are always provided with an effective high-quality service.
Business Benefit:
- Streamline incident and problem management processes for more rapid service restoration at an appropriate cost
- Increase the availability of critical IT services
- Help optimize productivity of service-desk personnel and increase end-user satisfaction
- Maximize IT infrastructure stability and availability
- Establish a common solution for global support
- Align IT operations and your business with service level management, service provisioning and service catalog
- Support IT Infrastructure Library (ITIL) processes for managing incidents, problems, changes, releases and service levels