IBM Tivoli Service Request Manager (TSRM) is part of a unified product suite for service management built from the ground up on a single, common platform. It works seamlessly with the rest of the IBM Service Management product suite to help you provide enhanced IT service management capabilities to your organization.
IBM TSRM supports ITIL standards and Service, Asset and Facility Management processes. IBM Tivoli Service 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, enabling a 'one touch' IT experience. Help desk and service desk support are the focus of this solution. The service desk component of the 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 the FAQ and knowledge base quickly delivers answers to your help -desk and service desk employees. The Service Catalog component of Tivoli 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.