Context

Tool mentors explain how a tool can perform tasks, which are part of ITUP processes and activities. The tasks are listed as Related Elements in the Relationships section.

You can see the details of how processes and activities are supported by this tool mentor, by clicking the links next to the icons:

•   Request Fulfillment
  •   Own, Monitor, Track and Communicate Service Requests
  •   Close Service Request
  •   Receive and Approve Service Request
  •   Fulfill or Route Service Request

Details

The IBM® Tivoli® Service Request Manager is the first point of contact for users and provides for processing of service requests.

For example, in the Request Fulfillment process:

• A user contacts the Service Desk by calling, sending an e-mail, or by directly entering a service request into the Service Request Manager.
• The service request is received and assessed. If the service request is accepted, the service request handler opens a service request record in the Service Request Manager with all relevant information so that it can be tracked, monitored, and communicated.  Otherwise, the contact is rejected and this decision and the reasons are communicated to the user.
• Next, the service request is either fulfilled by the service request handler or routed to other processes (such as Change Management or Incident and Problem Management) to be fulfilled.
• After the service request has been completed, the service request handler will update and close the service request in the Service Request Manager.

Analyzing and reporting on the service requests is an important activity that has to be done regularly in order to control the quality of service request management and ensure compliance with existing SLAs for planning purposes and as a basis for improvements. These reports and their analysis will also help to do some trend analysis and forecasting with regard to service requests. The reports can be extracted by accessing the information tracked by the Service Request Manager. In addition, key performance indicators (KPIs) can be displayed on the Service Request Manager agent's screen to provide immediate feedback on service levels and service desk responsiveness.

For more information

For more information about this tool, go to the IBM Tivoli Service Request Manager page.