IBM Tivoli Live - Service Manager

IBM Tivoli Live – Service Manager - the service extended on a monthly subscription which allows clients to submit applications for service, and IT departments – automatically to range and readdress requests. End users can use Tivoli Live web service as the uniform portal for placement of the requests. For managers this portal serves as the uniform tool for purpose of requests to specific contractors.

Among other opportunities which are offered by the "cloud" platform of IT service Tivoli Live it is worth mentioning maintaining the directory of reports on incidents. Besides, the IT personnel can trace operational cycles of the equipment and the software, controlling planned dates of write-off. Also the Tivoli Live portal allows to accept and approve (or to reject) requests for making changes in configurations of systems.

Even small and medium-sized companies face a labor-consuming problem of user support, including the problem resolution with IT-systems, repair of portable PCs and creation of jobs for new employees. Processing of requests is often executed too slowly as integration of networks, there are no auxiliary systems, applications and IT resources in most cases, and updating of systems is performed manually. So, by estimates of the company IBM, only 5% of requests for service and support are executed in the self-service mode so the need for automation of service is very big.