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IT HELP DESK

– IBM Tivoli Service Request Manager Review

Product Snapshot

Technology

Tivoli Service Request Manager is an on-premise solution.

Customer Focus

IBM TSRM is an enterprise-level service desk solution. IBM customers represent a wide variety of industries.

Select Customers

Central Depository Company of Pakistan, CPS Color Group, International Vehicle Manufacturer

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IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager is an integrated IT service desk platform that offers a complete set of service desk applications to improve IT service at a competitive price. TSRM manages catalog and call-based requests in a single solution, and provides automated request fulfillment through an integrated service desk and service catalog. Tivoli Service Request Manager features built-in problem solving tools, and streamlined ITIL-based incident and problem management processes to maximize service desk staff productivity. Built-in surveys help measure end-user satisfaction, and built-in workflows, templates and reports speed time to value.

About IBM
International Business Machines Corporation (IBM), founded in 1911, is the third-largest publicly traded technology company in the world. Headquartered in Armonk, N.Y., IBM manufactures and sells computer hardware and software, while also offering infrastructure, hosting, and consulting services. The company is active in over 170 countries worldwide and operates nine research laboratories.

IBM Tivoli Service Request Manager Key Features

ITIL V3 Support

Supports ITIL V3 processes to help diagnose and resolve service problems as they arise
Increased automation and closed-loop processes

Incident and Problem Management

Ability to prioritize solving end-user problems over analyzing root cause

Ticket Templates

Prepopulates work order fields in service requests to save time and reduce errors

Browser-Based End-User Interface

Intuitive interface for submitting tickets, viewing ticket status, and searching for solutions
Encourages self-sufficiency among end users and lowers cost

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