Tivoli Service Management

Supply and Service provides customers with the information required to track, manage, and service IT assets efficiently with IBM Tivoli IT Management (formerly Maximo IT Asset Management) by combining the inventory, financial and contract management of IT hardware and software assets. These end-to-end cross-platform IT asset management solutions provide the comprehensive view you need to optimize your IT hardware and software asset management processes, maximize your return, improve staff productivity, and reduce compliance risks. Since these products are part of the same SOA architecture as Tivoli Service Desk, further operational efficiencies and improved service levels can be achieved. Furthermore, these solutions can easily be extended to manage non-IT enterprise assets as well, resulting in additional efficiencies and improved service levels.

Manage IT and software assets across the enterprise
IBM Tivoli Asset Management for IT is a far-ranging IT asset management application that supports inventory, financial, maintenance and contract management. The solution can help:

• Track and manage IT assets throughout the asset life cycle more efficiently.
• Help manage procurement, budgeting and contracts more effectively.
• Proactively manage regulatory, financial and software license compliance efforts.
• Maximize the use of IT resources by identifying and redeploying underutilized assets.
• Help to control IT costs and more accurately plan for future IT needs.

This solution provide a more comprehensive view of your IT infrastructure and offers detailed reports and key performance indicators (KPIs), all presented in an easy-to-configure user interface.

Efficiently manage service requests through streamlined incident and problem management processes
IBM Tivoli Service Desk provides the support that organizations need to keep business systems and services available and reliable. This solution can help:

• Automate incident and problem management processes for faster service restoration at a more appropriate cost.
• Increase availability of critical IT services and reduce disruptions.
• Reduce costs associated with service desk calls.
• Upgrades are simplified. Configuration information is stored in meta data to readily upgrade from one version to the next.
• Customize your workspace with built-in configuration tools. Create easy, on the fly changes to UI, workflows, processes, and reports.
• Streamline service desk operations and optimize the productivity of service desk personnel.
• Improve infrastructure stability and expand availability by providing a common solution for global support.

IBM TIVOLI SERVICE DESK
Based on the ITIL standard, the Tivoli Service Desk (formerly Maximo IT Service Desk) provides service request support through a streamlined incident and problem management process that helps your service team provide consistent, high quality service that reduces downtime and service-related costs.

Provides incident and problem management capabilities and unifies key service support and asset management processes
It increases service efficiencies, reduces disruptions, streamlines service desk operations, improves customer satisfaction, and reduces costs.

• Incident and Problem Management support the prioritization 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.