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Tivoli Service Request Manager

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Presentation on theme: "Tivoli Service Request Manager"— Presentation transcript:

1 Tivoli Service Request Manager
Presented by: Bakker Shamel

2 Service Request The Service Desk contains several Process Management applications and supporting applications to manage execution of the Service Management processes, such as: Service Request Incident Problem Solutions Search Customer Survey

3 Service Request Service Request Management provides an application to support the Service Request process. A Service Request can be created to resolve an issue, obtain new service, obtain information, or change a current service. Either a service desk agent or a customer can create a service request.

4 Service Request Service request records are a type of ticket. Other ticket types are incidents and problems. The ticket applications are closely related and share many features, including the ability to define relationships between tickets, link them together for information purposes, and view the linkages and details in the appropriate applications.

5 Service Request An agent creates a service request record to track all contacts from a requestor, capture information from the requestor and determine what, if any, further action is needed. A requestor can either contact the service desk agent or create a service request through or other form of communication. A requestor also can create a self-service request through the Create Service Requests application. The agent views these requests in the Service Requests application and either resolves them or delegates them to another party for resolution.

6 Service Request

7 Incident Incident Management provides you the Incidents application to support the Incident Management Process of your organization, based on ITIL best practices. You can create incident records to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service. Users might or might not be aware of the event. The Incidents application enables you to create and modify incident records.

8 Incident

9 Problem Problem Management is represented by the Problems application, which you can find in the Service Desk module. The Problem Management application will support the Problem Management process, based on ITIL best practices.

10 Problem

11 Problem You can use the Problems application to create and modify problem records. You create a problem record to capture an unknown, underlying cause of one or more incidents. You resolve a problem when you identify its root cause so that similar incidents in the future are prevented or have a lesser business impact.

12 Solutions A solution is a predefined response to a commonly asked question or problem. A solution record defines a symptom, a cause, and a resolution. You can use the Solutions application to create and manage solution records within the Service Desk environment.

13 Solutions The Solutions application is the administrative application, separate from the Search Solutions application that customers can use to find solutions and resolve problems on their own. When you create a solution, you can specify whether the solution record is available to customers from the Search Solutions application by selecting the Self-Service Access? option.

14 Solutions

15 Global Search Search functionality is not new to Tivoli Service Request Manager. Many applications in previous versions of Tivoli Service Desk have a list tab, enabling you to search for records in an application. What previous versions of Tivoli Service Desk did not have was search functionality to search the entire database for relevant information, which is now possible with the new Global Search application.

16 Global Search

17 Global Search By default, the Global Search function searches records in all supported applications for the text that you specify. The search examines the following fields in each record: The description fields (short and long description) as well as the Symptom, Cause, and Resolution fields in solution that were created on the Solution Details tab in records. The Summary and Details fields in service request, incident, and problem records

18 Customer Survey Survey functionality addresses the Service Desk organizations need to gather ratings for the quality of service provided by the Service Desk and have a better understanding of how customers perceive the Service Desk’s customer service. Customer Satisfaction Surveys are used to gather these qualitative evaluations which, in conjunction with a Service Desk’s performance metrics, enhance management’s ability to have an overall idea of Service Desk performance.

19 Customer Survey

20 Priority Matrix A priority matrix defines, in advance, internal priorities for Service Desk tickets that specify given combinations of impact and urgency. After a Service Desk agent specifies impact and urgency for a ticket, an Internal Priority is automatically assigned based on the values in the priority matrix.

21 Listener The Maximo Listener application is used to receive and process Services Request and Tickets automatically through the receipt of s. The listener can be used to create and update tickets – including changing the tickets’ status based on specific criteria.

22 Listener The listener supports two types of Free Form and Formatted. Free Form s are plain text. The listener extract the subject and body to either create or update Service Requests. Formatted s use either an XML or attribute-value pair structure to either create, update or perform specific actions, e.g. change status of any Ticket based application – e.g. SR’s or Incidents.

23 Listener There are two Workflow processes the listener uses IBEP – Supports only free form s in the Service Request application LSNRBP – Support form s in the Service Request application and formatted s in any other ticked based application such as Incidents

24 Listener The listener CRON task polls the mail server for unread s Extracts the content to the staging table Launches the Workflow process to perform the necessary actions based on the content listener sends a response to the user confirming the action performed. These responses are based on numerous Communication Templates provided.

25 Listener Maximo supports the receipt of s via two protocols: 1. Internet Message Access Protocol (IMAP) 2. Post Office Protocol (POP3) Most sites are using the IMAP protocol as it is newer and more robust than POP3. Maximo does not support the use of encrypted or digitally signed .

26 Listener Register users to send to a Mailbox the listener polls These users must be configured in Maximo with the same address The users must have the appropriate rights in Maximo to create and update records in the Service Request / Incident Application (Formatted s) In addition to the Mailbox that Maximo polls for new s create another Mailbox to handle any bounced s.

27 Listener The Workflow processes must be enabled in Workflow Designer Configure the SMTP server Maximo uses to send responses back to the users Configure the listener application

28 Listener

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