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
  •   Classify Incident and Provide Initial Support
  •   Resolve Incident and Recover Service
  •   Identify and Log Incident
  •   Close Incident
  •   Own, Monitor, Track, and Communicate Incidents
  •   Investigate and Diagnose Incident

Details

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

For example, in Incident Management:

1. When an incident is raised, for example from a call by a user, the Service Request Manager provides for incident administration and tracking.
   
   For example:
   • If the incident was not automatically resolved by one of the IBM Tivoli monitoring products, the operator will classify the incident within the Service Request Manager and provide initial support to the user
   • The operator will also use the Service Request Manager to monitor, track (through escalation or rerouting to other individuals), and communicate the status of the incident to stake holders
     
2. If the Service Request Manager operators cannot immediately resolve and recover the service, then they could reassign the ticket to a higher level of support within their organization where they can use a number of IBM Tivoli products to investigate and diagnose the incident such as:
   • The IBM Tivoli Monitoring Family of product
   • The IBM Tivoli OMEGAMON® family of products
   • IBM Tivoli Monitoring for Transaction Performance
   • IBM Tivoli Enterprise Console®
     
3. As soon as the operators determine the cause of the incident, they might either utilize one of the pre-defined tasks within the IBM Tivoli product set to correct the situation, or they might work directly with the user to resolve the incident. At this stage, if the incident cannot be resolved, or multiple incidents start to appear for the same situation, the operator might raise the incidents to Problem Management.
4. When the incident is resolved, the operator will close the record in the Service Request Manager.

For more information

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