Imagine how tightly knit service desk and asset management capabilities could help optimize the availability of services and management of hardware and software assets. The service desk can be more efficient if it has access to relevant asset information from asset management tools. Conversely, asset management groups can leverage service desk data to develop insights that are useful in evaluating asset cost efficiencies and for planning . However, most organizations find it very difficult to integrate these capabilities. They undertake costly, slow processes to custom code the required changes. Frequently, it is unclear which organization has ownership over which responsibilities — who has to provide which sets of data, as well as who is responsible for specific management tasks. Long-standing organizational and technological barriers stand in the way of effective integration. And the increasing complexity of technology threatens to make integration even more complicated. Consequently, service levels and the effectiveness of asset management suffer. Without accurate, complete, reliable data from asset management tools, a service desk takes longer to handle service requests and resolve incidents and problems. Similarly, it is difficult to do asset management in a strategic fashion with inaccurate, incomplete and unreliable service management information.
To help IT integrate incident, problem, change and release management, customers can utilize IBM service request and asset management solutions. Two key components of these solutions, IBM Tivoli Service Request Manager TM and IBM Tivoli® Asset Management for IT, give IT organizations a common platform for bringing people, processes and technology together to help optimize service avail-ability and asset management. The offerings are not merely integrated — instead, they are part of a unified, shared environment and work together seamlessly. Using a common plat-form, data layer and workflow engine, they can help you take advantage of coordinated service desk and IT asset management capabilities.
Highlights
- Interface ,data layer and workflow engine for both service desk and IT asset management capabilities
- Leverage an open standards – based, configurable platform built from the ground up on the IT Infrastructure Library (ITIL) to help maximize flexibility and interoperability
- Help service desk technicians become more effective and efficient by giving the accurate, complete IT asset management information
- Reduce IT asset costs and derive substantial value from IT investments by leveraging service desk incident and problem data in IT asset management
IBM Tivoli® Asset Management for IT
- Helps manage IT asset lifecycles in order to control cost and mitigate compliance risk.
- Enables effective management of the IT asset lifecycle, to lower cost, mitigate license and regulatory compliance risk, and better align IT with business goals.
- Help control the cost of IT assets with a single solution that tracks and manages your hardware, software and related information throughout their life cycle.
- Optimize IT asset utilization and IT service levels: deploy not more, not less.
- Closely align IT with business requirements through IT asset cost and usage information.
- Reduce IT asset cost by redeploying underutilized assets and avoiding software overlicensing.
- Relevant contract, lease, warranty and license data minimizes procurement &maintenance expenses and helps negotiate contract renewals.
- Improve Service Desk quality & incident resolution time with accurate IT asset information.
Increase service desk efficiency and customer satisfaction with access to IT asset data
When you use Tivoli Service Request Manager and Tivoli Asset Management for IT together, a service desk techni-cian can expedite incident and problem resolution. When a service request comes in, the technician has access to detailed, accurate IT asset data:
- Asset tracking and inventory data
- Vendor details
- Maintenance and repair information
- Purchasing and contracts information (purchases, leases, warranties and so on)
- System location, and user or owner contact information
- Software license management information
IBM IBM Tivoli Service Request Manager TM
- Manages both call-based and catalog-based requests in one solution with integrated service desk software and service catalog
- Takes problem and incident management software to another level with best practice incident and problem processing
- Enables users to obtain IT services through published service offerings
- Takes advantage of proven workflows and for fast time to market
- Employs change and configuration management software features, such as easy drag and drop screen, workflow customization and simple configuration tools for on-the-fly changes
- Combines upgradeability, easy configuration, customer-built customizations and data preservation during updates/upgrades so you never rebuild your service desk again
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Address IT costs and streamline operations with IBM service desk and asset management solutions.
