Tool: IBM Tivoli Service Request Manager

Tivoli® Service Request Manager performs the administrative aspects of recording and routing incidents, problems, changes, and other records. In addition, Tivoli Service Request Manager provides advanced processes for creating, managing and monitoring service level agreements, such as notifications, escalations, and a key performance indicator dashboard.

The Tivoli Service Request Manager can be applied to these processes and activities:

Process	Activity	Tool Mentor
Incident Management	Identify and Log Incident	ITSRM – Incident Management
Problem Management	Detect and Log Problem	ITSRM – Problem Management and Incident Management
Request Fulfillment	Receive and Approve Service Request	ITSRM – Request Fulfillment

For more information about this product, see http://www-306.ibm.com/software/tivoli/products/service-request-mgr/