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IT Service Management -
IT Servicedesk
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Gemba delivers you with Tivoli Service Request Manager the solution to solve your Service Desk problems. Together with the integrated Service Catalog you can take control of your incident, problem and change management.
| Features |
Advantages |
Benefits |
| Incident and Problem Management |
Supports the prioritization of fixing the end user’s problem over root cause analysis |
Increases service levels and employee productivity. |
| Ticket templates |
Allows work order fields to be pre-populated with information found in the service request. |
Saves time and reduces errors. |
| Browser based End-user interface |
Provides an easy-to-access, user interface to submit tickets, view updates and search solutions. |
Lowers costs by creating more self sufficient end users. |
| Searchable solutions |
Provides quick access to solutions for specific service requests |
Helps build the internal knowledgebase that will shorten the time to resolve problems |
| Email listener |
Efficiently processes inbound emails into service requests. |
Provides users an easy way to communicate with the service desk. |
| Based on leading standards-based technology |
Provides a web-architected platform built on J2EE with advanced business process management, based on SOA, web services and XML. |
Open architecture that integrates easily with other business applications in the enterprise. |
| Built-in Configuration Tools |
Allow users to quickly and easily make changes to their workspace, user interface, workflows, reports and more. |
Reduces costs by allowing users to make customizations rather than requiring programmers to get involved. |
| Extensive use of meta data |
Separates customizations from the code itself |
Allows customization and changes to be kept during upgrades to new release lowering costs. |
Service Catalog
| Features |
Advantages |
Benefits |
| Publish IT service offerings |
Provides users information about what services are available to them |
Increases service levels and employee productivity. |
| Searchable service offerings |
Provides quick access to service offerings |
Helps shorten the time to find available services |
| Ability to provide cost information for service |
Associate cost to your IT service offerings |
Helps users understand costs and manage consumption |
| Service entitlement |
Service catalog entries can be provided based on a group or business unit |
Richer catalog with service offerings targeted to different users. |
| Flexible Offering Definition |
Simple maintenance of complex catalogs |
Reduces costs to deliver similar services offerings. |
| Service Definition Templates |
Provides templates for common service items. |
Lowers costs by speeding catalog development. |
| Job plan template |
You do not have to enter the same information every time you create a work order for similar work |
Lowers costs by improving re-use of information. |
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