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:

•   Incident Management
  •   Own, Monitor, Track, and Communicate Incidents
•   Problem Management
  •   Detect and Log Problem
  •   Resolve Problem
  •   Investigate and Diagnose Problem
  •   Categorize and Prioritize Problem
  •   Close and Review Problem
  •   Monitor, Track and Report Problems

Details

The IBM® Tivoli® Service Request Manager, combined with other Tivoli products, provides for complete end-to-end Problem Management process activities.

For example, in Problem Management:

1. The Incident Management team identifies a single incident or a set of related incidents as a problem and notifies the Problem Management team.
2. The Problem Management team classifies and records the problem in the Service Request Manager for tracking and managing the problem throughout the process.
3. As soon as the problem is opened in the Service Request Manager, the Problem Management team can utilize various IBM products to investigate and diagnose the problem such as:
   • The IBM Tivoli Monitoring Family of products
   • The IBM Tivoli OMEGAMON® family of products
   • IBM Tivoli Monitoring for Transaction Performance
   • IBM Tivoli Enterprise Console®
   • WebSphere® Studio Application Monitor
4. After the problem has been diagnosed to the root cause and a workaround has been put in place, the following steps are taken:
   • A complete solution to the problem is formulated
   • Upon completion of the solution, the Problem Management team opens a request for change in the Service Request Manager to have the solution implemented
   • Upon completion of the change, the Problem Management team will verify the change and then close the problem in the Service Request Manager

For ongoing proactive management of problems, various IBM Tivoli reporting tools can be used. Among them are IBM Tivoli Data Warehouse and Tivoli Decision Support for z/OS, which can be used in conjunction with the Service Request Manager's reporting tools. The reporting tools provide trend analysis on problem data and major incidents to proactively identify and resolve problems before incidents occur.

For more information

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