Post on 10-Apr-2018
2009 Pulse Comes to You – Copenhagen, Denmark
Tivoli Service Request Manager 7.1 Overview
Pandian Athirajan
Product Manager
2009 Pulse Comes to You – Copenhagen, Denmark
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Agenda
� Introduction to IBM Service Management
� Service Request Manager
� Supported platforms & languages
� Industry Recognition
� Value add
� Key Features
� Integrations
� Roadmap
� Licensing Model
� Why IBM Service Management solution is unique?
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Integrated approach to Service Management
Integrated SolutionAn Integrated set of solutions represent the full management of data, processes, tooling
and people
Common Data Model The core solutions share a common data
subsystem for simple data sharing
Processes that Work Together
The core solutions share a process workflow automation engine
No Rip and ReplaceLeverage existing investments in IBM and 3rd
party IT management tools
Lower Cost of Ownership Lower infrastructure and training costs,
simple upgrade model
Service Request Manager
IT Asset
Management
En
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Chan
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base
Provisioning
Manager
Tivoli process automation engineTivoli process automation engine
Process Artifacts
•Related to CIs and Assets
•Process Definitions
CIs
•Attributes
•Relationships
•Configuration Data
Assets
•Attributes
•Relationships
Common applications | Common workflow | Common reporting | Common User Interface
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Market-leading service management platform
Client Self Help
Release Management
Collaboration
Asset Management
Process andWorkflow Mgmt
Configuration Management
Service Catalog
Workforce Management
Procurement
Reporting
Service Level Management
Incident, problemchange
Management
Service Request
Contract Management
Software Provisioning IBM Service
Management
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Unified solution to improve productivity
•Advanced work management processes•Flexible and easy to configure, no codingrequired
•Integration with CCMDB, TEC & other OMPs
•Multi-customer support•Based on leading standards-based technology– J2EE, SOA, XML
•Process integration, built fromthe ground up on ITIL
•Single user interface•Dashboards and reports•Data integration•Enterprise asset managementintegration
Users
Service Desk
Service Catalog
ServiceRequests
ServiceRequests
Shopping RequisitionOrder
ManagementOrder Tracking
OMP/PMPIntegration for
automation
SRM Service Provider Solution
integration
Knowledge Incident Problem Asset/CI
OMP/PMPIntegration for
automation
SRM Service ProviderSolution
integration
Service Request Manager 7.1
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Platforms Supported
� Operating Systems� Windows 2003 Server SP 2, Standard, Enterprise, and Datacenter editions(32 & 64 bit)
� Windows 2008
� IBM AIX V5.3 & V 6.1 (32-bit and 64-bit) (Technology Level 5300-6 or 7)
� Red Hat Enterprise Linux V4 (x86, 32-bit)
� Weblogic 9.2/Solaris 10/Oracle 10.1&2� zLinux SUSE 9 & 10
� zLinux Red Hat 4 & 5
� Middleware� WAS ND V6.1 fixpack 13, or later� Weblogic 9.2 & Windows 2003 sever on all supported databases
�
� Database� DB2 V8.2, or V9.1 + Fixpack 4
� Oracle V10 release 1 or 2 (Standard or Enterprise)
� Microsoft SQL Server 2005 (Standard or Enterprise)
� Reporting Engine� Business intelligence and Reporting Tool (BIRT) version 2.1.2
� Browsers� Internet Explorer 6.0 & above
� Mozilla Firefox 3.0 & above
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Languages Supported
� English
� German
� Italian
� French
� Spanish
� Brazilian Portuguese
� Japanese
� Korean
� Simplified Chinese
� Traditional Chinese
� Swedish
� Hungarian
� Czech
� Polish
� Russian
� Dutch
� Danish
� Croatian*
� Finnish*
� Norwegian*
� Slovenian*
� Arabic*
� Hebrew*
* Support planned in TSRM 7.2* Support planned in TSRM 7.2
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� Leaders in Large Enterprise Service Desk market
� Based on TSRM 6.2.1 capabilities & our strategy and vision TSRM product.
� Forrester quote:
“…..the enhanced and rebrandedTivoli Service Request Manager is on its way to becoming a formidable competitor at high end.”
Forrester Wave@ Large Enterprise Service Desk Management Tools, Q1 2008
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Forrester Wave@ Small Enterprise Service Desk Management Tools, Q1 2008
� Leaders in Small Enterprise Service Desk market
� Based on TSRM 6.2.1 capabilities & our strategy and vision TSRM product.
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We are PinkVERIFIED!!
Following eleven processes have achieved
PinkVERIFYPinkVERIFY
Certification for its compliance with ITIL V3
Release ManagementTivoli Release Process Manager 7.x
Change Management & Configuration Management
Tivoli Change & Configuration Management Database 7.x
Incident, Problem, Service Level, Event, Service Request Fulfillment, Knowledge, Financial & Service Catalog Management
Tivoli Service Request Manager 7.x
Processes certifiedProduct
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We are KCS Verified!
“ The Consortium for Service Innovation is pleased to have
IBM Tivoli Service Request Manager version 7.1. with Tivoli Service Request Manager OPAL Extensions for Knowledge Management as one of our KCS version 3.0 Verified Vendors………providing this type of flexibility is an important step towards enabling Web 2.0 knowledge based environments needed to support the future demands of customers .”
Melissa George, Program Director, CSI.
Knowledge-Centered Support (KCS) defines a set of principles and practices that enable organizations to improve service levels to customers and gain operational efficiencies. It involves collaborating, sharing, using and improving knowledge that helps to provide better support.
KCS Certification confirms that TSRM product has built-in capabilities to provide knowledge centered support.
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Key Value Proposition
� LOWER TOTAL COST OF OWNERSHIP� Free unlimited end user licenses & simplified licensing model
� Combined service desk & service catalog for one-touch IT support & delivery
� Fully integrated service management suite for asset management (both IT &non-IT); CMDB and provisioning capabilities
� Productivity enhancement tools for agents
� Out of the box best practice contents
� Free of charge integration modules for IBM products
� Easy upgrade and maintenance
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Service Desk – Key Features / Customer Value
Process Automation
Powerful service request, incident and problem
management applications captures all relevant
data through ticket templates and provide ITIL V3
aligned visual process workflows to manage it
Align IT with businessService Level Management - Compares actual
performance with pre-defined expectations, escalations
and associated reports.
Escalation Management - Ensures proper
management of resources to achieve service levels.
Proactively monitor conditions and send notifications
from prompt action
Improve Productivity
Computer telephony -- Auto pre-population of tickets
and call control through integration with computer
telephony software from Genesys® and Cisco®
Collaboration -- Provides chat capability to service
desk agents through Lotus Sametime integration to
collaborate with ticket and service owners
Reduce mean time to repair
Knowledge Management -- Built-in, searchable solutions database enables agents to resolve
issues faster, improving first call resolution rates..
Remote diagnostics -- Embedded remote diagnostics capability that enables remote takeover of
workstations for problem resolution. Recording, storing and playback of the remote sessions.
Runbook Infrastructure - Provides the capability to customer to create runbooks for faster ticket
resolution and service delivery without requiring a separate runbook automation module.
Reduce help desk call volume
Self Service -- Web-based portal that enables end
Users to create service requests, find its status,
search for solutions from the knowledgebase, view
bulletin board messages and access service catalog.
Password reset - Provide password reset capability
directly to the end users through integration with
Tivoli Identity Manager.
Bulletin board - Provides real-time message display,
allowing administrators to broadcast to various
groups, including IT Operations and/or end-users.
Remote
Diagnostic Tool
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Service Desk – Key Features / Customer Value
Measure end user satisfaction
Survey - Provides the capability to measure the
end users satisfaction on quality of support provided.
Reports can be generated based on survey results
Email ticket submissionEmail Listener - Efficiently processes inbound emails
into service requests streamlining service desk
operations and increasing user satisfaction
Better decision making
Dashboards and Start Centers - Real-time
Dashboards provide actionable information and identify
potential problem areas, enabling support to take
appropriate corrective actions before critical services
are adversely affected. Dashboards can also be
customized.
Upgrade, customization, configuration flexibility
Configuration Tooling -- Flexible, easy to use configuration tools such as Application Designer,
and Database Configuration Tool are included for screen customization and database configuration
Workflow Designer Tool -- Provides easy to use drag & drop approach to create process workflows.
Workflows are easily customized, versioned and replicated using this tool
Upgrade – Scripts to upgrade from version 6.2 to 7.1. Customizations and configurations done using
the tools provided upgrades smoothly.
Operational efficiency
Role-based KPIs -- Support staff, managers or
executive can monitor role-based KPIs in an easy to
configure, intuitive graphical display..
Reporting -- Embedded Tivoli Common Reporting tool
based on BIRT (Business Intelligence Reporting Tool)
provides flexible and powerful reporting capabilities.
Work Management - Enables customers to define
and document tasks, activities, and other procedures
necessary for ticket resolution. Also ensures right
personnel with the right skills are deployed at the
right time
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Integrations - Integration with IBM and non-IBM operational management products for automatic ticket creation.
Coexistence with other service desks - Coexistence modules with other service desks such as HP Service Center and Tivoli Infoman.
Best practice content - Out of the box content such as role based start centers, ITIL aligned process workflows, security groups, ticket templates, communication templates, escalations, reports and KPIs are provided at regular intervals through customer downloads.
Accelerate time to value
Service Desk – Key Features / Customer Value
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Service Catalog means different things to different customers
ServiceIndex
A list of services…
…available inan online catalog…
…which supportsonline ordering…
…and automatedorder fulfillment
Metrics/Data
Process Flow Service Level Mgmt.
IT Financial Mgmt
IT Mgmt Dashboards
Governance Demand Mgt
• Structured, searchable, database of services available to end users• Description, service levels, costs, availability, entitlements• Support transaction services and subscription services
• Add orders to a shopping cart, checkout• Order authorization and approval
• Fulfillment/provisioning of transaction/subscription services• Workflow management of manual process steps• Drive automation of IT processes – esp. change and release
Service Catalog
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Service Catalog – Key Features
Roles and Start Centers
Service Definition Templates
Request Workflows
KPIs and Thresholds
Queries and Reports
Escalations and Notifications
Best Practice Content
Service Tooling
Extensibility
Catalog definition tooling
Service & Offering definition tooling
Fulfillment Option definition tooling
Upgrade tooling
Common Service Requests
Launch to Incident, Problem, Change and Release
CMDB Integration (CI/Asset selection)
Process Integration
Shopping UIs
Shopping Cart
Favorites / Recommended
Search
Order Fulfillment
Descriptive
Action
Supply Chain
Service Creation& Publishing
Service Ordering“Shopping”
Service OrderManagement
Service Fulfillment
Service Monitoring
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TSRM Integration & Interfaces
MEA + TDI IntegrationComposer
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Tivoli Process Automation Engine
IBM Supplied integrations:
• HP Peregrine Service Center
• Genesys CTI
• Cisco CTI
• Omnibus
• Lotus SameTime
• Netcool Impact
• Rational ClearQuest
• Tivoli InfoMan
• Tivoli Identity Manager
• TEC
• zNetview
• ITCAM
• Tivoli Workload scheduler
Business Partner integrations:
• AlarmPoint• Infrared 360
Data loaders:• Generic IBM Tivoli Integration Composer – Bundled with TSRM• IBM Tivoli Integration Adapters for IBM products – no charge• IBM Tivoli Integration adapters for non-IBM products – License
• Microsoft SMS• Altiris Inventory• Centennial Discovery
2009 Pulse Comes to You – Copenhagen, Denmark
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Tivoli Service Request Manager Roadmap - TentativeCurrent GA
Version: 7.1
Oct/2008
Refresh 1
• Additional
platform support
(including zLinux)
• Additionl
language support
Fixpack 2
• Product defect
fixes
April 2009IBM CONFIDENTIAL
May/2008
7.1
Service Desk
• Usability enhancements
• Remote diagnostics
• ITIL-aligned workflow
• Ticket Templates
• Knowledge
management
enhancements
• CTI (Genesys)
integration
• Peregrine – coexistence
& conversion tools
• Survey Tool
• Process integration
• OMP integration
• Productivity
enhancements
Service Catalog
• Service design, catalog
design and publishing
tools
• Shopping environment
• Order fulfillment and
tracking
• Order monitoring
• Survey tool
• Process Integration
1H/2010
7.2.1
Desk & Catalog
• Adv RBA functions
• Library
management
• User interface
enhancements
Dec/2008
7.1.0.3
Fixpack 3
• Product defect
fixes
• SLES 10 32 bit
X series
support
• Firefox support
4Q/2009
7.2
Service Desk
• Multi customer support
•Response plan
• SLA hold
• search enhancements
• Knowledgebase
enhancements
• Integrations
• Additional language
support
• Virtualization support
Service Catalog
• Catalog process
simplification
• Usability
enhancements
• Form field validation
Mar/2009
SRM 7.1 Refresh 2
Desk & Catalog
• Win2008
support
• Additional
languages
Release Completed
1Q/2010
SRM 7.2 Refresh 1
•-Upgrade/migration •tooling•-SP SQL and zLinux •support•- Tpae 7.1.1.6 support
SRM 7.1 Refresh 1
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Offering value to customers
� A leading publishing industry in USA is using TSRM and TAMIT products to reduce service request approval time from several days to less than an hour; cut time to compile reports from days to minutes and improved compliance with internal and external governance requirements.
� A leading European do-it-yourself tools vendor has improved their first call resolution rate to 60% and seen their staff productivity improve by 25% by streamlining their service management processes by using TSRM and TAMIT solution.
� A leading chemical manufacturer in Brazil, by implementing TSRM, TAMIT and CCMDB, has brought down the ticket volume by 15% by proactively addressing the IT issues.
� A leading health care provider in USA has achieved greater control of their infrastructure, hence, their governance process by implementing TSRM, TAMIT, CCMDB and TADDM solutions.
� A leading US manufacturer will be saving $24.9 over a period of five years by implementing TSRM, TAMIT, and other Tivoli solutions to streamline their IT operations and improve the availability of IT infrastructure.
� A leading IT Service Provider in USA has implement TSRM and TAMIT solution to help support the growth of their firm and achieve a 80% reduction in help desk calls, 22% reduction in service tickets, and a 50% ROI.
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Licensing Model
� Licensed based on number of Concurrent and Registered Users.
� Registered User: A licensed user to use SRM product. Multiple log-ins under the same or a single user name is prohibited.
� Concurrent User: A Licensed User who is licensed only to use SRM product with multiple log-ins being permitted under the same or a single user name, but provided that the total number of Concurrent Users logged into or using the Program at the same time shall not exceed the total number of Concurrent Users licensed.
� Self-service Requestor: Someone who only accesses SRM product to enter a service request and view the status of his or her service requests. This license is limited to Self-Service Requestors ONLY. It does not license a user to post actual to work orders, to access the Actuate Report Writer, to run or view a report, etc. It is limited only to service request data input and read access of service request status. Unlimited Self-Service users is provided at no charge.
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Configuration information is stored in meta data to readily upgrade from one version to the next.
The platform combines asset management and service management in one environment.
Built-in configuration tools allow for easy, on the fly changes to UI, workflows, processes, reports.
All critical assets that drive the business – IT and non-IT – are managed through the same interface.
Web-architected platform built on J2EE with advanced business process management; based on SOA, web services and XML.
Supports ITIL processes out of the box: Incident, Problem, Change, Release and Configuration.
IBM offers full breadth of end-to-end asset and service management solutions that operate on a common web services infrastructure.
Upgradeability
Unified Platform
Ease of Configuration
IT and Enterprise Assets
Leading, standards-based technology
Built ground up on the ITIL framework
Breadth of Service Management offering
Why IBM Service management solution is unique?
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Thank you! Questions?
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CCMDB Integration within Incident Management
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IT Asset Management and Service Desk go hand-in-hand
When the Service Desk has access to asset detail including contract and procurement information:
� Service request handling is streamlined
� Incident & problem resolution is expedited
� Service levels & customer satisfaction improve
Service Desk data provides IT Asset Management with:
� Information on frequency and nature of issues with IT assets
� Ability to increase efficiency and cost effectiveness
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Current TSRM & Omnibus Integration
1) ITM situations send events to EIF probe2) EIF probe send situation events to OMNIbus object server3) EIF gateway replicate events from object server4) EIF gateway send replicated events to EIF connector in TDI5) TDI assemble line map EIF event data and do data convert, then send to Maximo connector6) Maximo connector create incidents in TSRM by object structure web service call7) After incident is closed in TSRM, read incidents details from TSRM8) Maximo connector data is mapped and converted for EIF connector9) EIF connector send events to EIF probe10) EIF probe send close event to object server
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Current TSRM & Netcool Impact Integration
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� Integrates with Lotus Sametime
� Alternative multi-threaded mode of communication
� Chat sessions are recorded and stored in the ticket’s Communication Log
Instant Messenger Integration
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Ease of Configuration
Database Configuration
& Application Designer
� Built-in Tools
� Easy and Quick to use by all end-user
� Configure UI, dashboards, KPIs, reports, create new applications and more…
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Upgradeability
Clients are concerned about upgrading their existing service desk
� Changes / custom code does not upgrade
� Work done in the past needs to be redone
� An upgrade is alike to implementing a service desk from scratch
Why concern?
� Expensive
� Resource Intensive
� Time consuming
� And … this needs to be done every time there is a new version
Tivoli Service Request Manager Advantage
� Changes made through the built-in configuration tools upgrade
� The web interface is immediately available after upgrade
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Out of the box – Best Practice Contents
� ITUP-standard Process Flows and Roles
� Service request, incident and problem Management workflows
� ITIL V2 & V3
� Reports & KPIs on Service Request, Incident & Problem
� Security Groups to support ITUP roles
� Role Related Start Centers for each process
� ITUP Expert Process Advice
� Available from Role Related Start Centers
� Escalations
� Automate Acknowledgement Process
� Automate Solution Sending
� Automate Ticket Close
� Automate Communications to Reported by / Affected By
� Communications Templates
� Start Centers
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Out of the box Key Performance Indicators
Open service requests marked High Priority (internally)PMSRHIGH
Open service requests marked Urgent Priority (internally)PMSRURG
Open service requests that have work orders that are waiting for approvalPMSRWAPP
Service requests that are currently in progressPMSROPEN
Average process time per service request in hoursPMSRAVGTI
Number of late work orders or work orders at risk of being late from all open service requests.
See the PMSRLATE query description for definitions of late and at risk of being late.
PMSRLATEWO
KPI descriptionKPI name
Open incidents marked High Priority (internally)PMINCHIGH
Open incidents marked Urgent Priority (internally)PMINCURG
Open incidents that have activities that are waiting for approvalPMINCWAPP
Incidents that are currently openPMINCOPEN
Average process time per incident in hoursPMINCAVGTI
Number of late activities or activities at risk of being late from all open incidents.
See the PMINCLATE query description for definitions of late and at risk of being late.
PMINCLATEA
KPI descriptionKPI name
KPIsKPIs for Service Requestfor Service Request
KPIsKPIs for Incidentfor Incident
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Out of the box Key Performance Indicators
KPIsKPIs for Problemfor Problem
Open problems marked High Priority (internally)PMPRBHIGH
Open problems marked Urgent Priority (internally)PMPRBURG
Open problems that have activities that are waiting for approvalPMPRBWAPP
Problems that are currently in progressPMPRBOPEN
Average process time per problem in hoursPMPRBAVGTI
Number of late activities or activities at risk of being late from all open problems.
See the PMPRBLATE query description for definitions of late and at risk of being late.
PMPRBLATEA
KPI descriptionKPI name
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Out of the box – Service desk reports
T itle F ile n a m e
P ro b le m R e p o rts
A v e ra g e T im e to C lo s e P ro b le m s a vg _ c lo s e _ tim e _ ts d .rp td e s ig n
A v e ra g e C o s t P e r P ro b le m a vg _ c o s t_ ts d .rp td e s ig n
T o ta l N u m b e r o f P ro b le m s to ta ls _ ts d .rp td e s ig nE la p s e d T im e fo r U n re s o lve d P ro b le m s e la p s e d _ tim e _ to _ c lo s e _ p ro b le m s _ ts d .rp td e s ig n
In c id e n t G e n e ra tio n fo r P ro b le m s w ith K n o w n E rro rs p ro _ in c _ g e n _ k n o w n _ e rro r_ ts d .rp td e s ig n
In c id e n t G e n e ra tio n fo r P ro b le m s w ith U n k n o w n E rro rs p ro _ in c _ g e n _ u n k n o w n _ e rro r_ ts d .rp td e s ig n
P ro b le m S u rv e y p ro _ s u rve y_ ts d .rp td e s ig n
D is p o s it io n R e p o r t fo r P ro b le m M a n a g e m e n t p ro b le m _ d is p o s itio n _ ts d .rp td e s ig n
P ro b le m R e s o lu tio n p ro b le m _ re s o lu tio n _ ts d .rp td e s ig n
V o lu m e R e p o rt fo r P ro b le m M a n a g e m e n t p ro b le m _ v o lu m e _ ts d .rp td e s ig n
In c id e n t R e p o rts
A v e ra g e T im e to C lo s e In c id e n ts a vg _ c lo s e _ tim e _ ts d .rp td e s ig n
A v e ra g e C o s t P e r In c id e n t a vg _ c o s t_ ts d .rp td e s ig n
In c id e n t S u rv e y in c _ s u rv e y_ ts d .rp td e s ig n
D is p o s it io n R e p o r t fo r In c id e n t M a n a g e m e n t in c id e n t_ d is p o s itio n _ ts d .rp td e s ig n
V o lu m e R e p o rt fo r In c id e n ts in c id e n t_ vo lu m e _ ts d .rp td e s ig n
T o ta l N u m b e r o f In c id e n ts to ta ls _ ts d .rp td e s ig n
S R R e p o rts
A v e ra g e T im e to C lo s e S e rv ic e R e q u e s ts a vg _ c lo s e _ tim e _ ts d .rp td e s ig n
A v e ra g e C o s t P e r S e rv ic e R e q u e s t a vg _ c o s t_ ts d .rp td e s ig n
T o ta l N u m b e r o f R e q u e s ts to ta ls _ ts d .rp td e s ig n
D is p o s it io n R e p o r t fo r S R M a n a g e m e n t s r_ d is p o s itio n _ ts d .rp td e s ig n
S R S u rv e y s r_ s u rv e y_ ts d .rp td e s ig n
V o lu m e R e p o rt fo r S e rv ic e R e q u e s t M a n a g e m e n t s r_ v o lu m e _ ts d .rp td e s ig n
S u rv e ys S e n t a n d R e c e iv e d s u rv e y_ v o lu m e _ ts d .rp td e s ig n
S o lu t io n R e p o rts
In c id e n ts a n d P ro b le m s w ith In fo rm a l S o lu tio n s a d H o c _ s o lu tio n s _ ts d .rp td e s ig n
In c id e n ts a n d P ro b le m s w ith F o rm a l S o lu tio n s fo rm a l_ s o lu tio n s _ ts d .rp td e s ig n
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Out of the box – service catalog reports
Catalog Orders that have been in APPR status for more than 5 days. Provides
more detail for SOAPPR5 KPI.
Catalog Orders In Approval More Than 5 Days
Catalog Orders that have been in WAPPR status for more than 30 days.
Provides more detail for SOWAPPR30 KPI.
Catalog Orders Awaiting Approval More Than 30 Days
Shows delivery times for fulfilling requested services. Compares approval
date to the close date
Catalog Orders Delivery Performance
Details of a Catalog OrderCatalog Order Detail
Lists catalog ordersCatalog Orders List
Shows number of times that an Offering has been orderedOfferings Order Frequency
Offerings that have not been ordered within a time periodOfferings Not Ordered
Details of an OfferingOffering Detail
Lists OfferingsOfferings List
Shows service fulfillment definitions that have been in PENDING status for
more than 30 days
SDPEND30 Report
Details of a service fulfillment definitionService Fulfillment Definition Detail
Lists service fulfillment definitionsService Fulfillment Definitions List
DescriptionReport Name
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Provides survey results to Question 5 of the Service Catalog out-of-the-box
survey.
Services Easy To Find
Provides survey results to Question 4 of the Service Catalog out-of-the-box
survey.
Self-Service Portal Used
Provides survey results to Question 3 of the Service Catalog out-of-the-box
survey.
Catalog Request History
Provides survey results to Question 2 of the Service Catalog out-of-the-box
survey.
Catalog Request Processing Satisfaction
Provides survey results to Question 1 of the Service Catalog out-of-the-box
survey.
Catalog Request Approval Satisfaction
Catalog Purchase Requisitions that have been in APPR status for more than
5 days. Provides more detail for SRAPPR5 KPI.
Catalog Purchase Requisitions In Approval More Than
5 Days
Catalog Purchase Requisitions that have been in WAPPR status for more
than 5 days. Provides more detail for SRWAPPR5 KPI.
Catalog Purchase Requisitions Awaiting Approval
More Than 5 Days
Details of a requisitionCatalog Purchase Requisition Details
Lists all requisitionsCatalog Purchase Requisitions List
Shows delivery times for fulfilling requested services. Compares approval
date to the close date
Catalog Purchase Requisitions Performance
Out of the box – service catalog reports
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Details a fulfillment optionFulfillment Option Details
Lists all fulfillment optionsFulfillment Options List
Provides survey results to Question 8 of the Service Catalog out-of-the-
box survey.
Catalog Request Submittal Satisfaction
Provides survey results to Question 7 of the Service Catalog out-of-the-
box survey.
Offering Catalog Recommendation
Provides survey results to Question 6 of the Service Catalog out-of-the-
box survey.
Service Variety Satisfaction
Out of the box – service catalog reports
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Service Catalog contents
SRM 7.1 contents may change without notice
Operations
Identity and Access
IMAC
Middleware Support
DB Subsystem Support
Server Management
Service Line Component
Composite Service Examples
Fixed Cost Service Requests
Data Network Services
Enterprise Security Management
Distributed Client Services
Server Systems Management
Service Line
Office Move
Minor Facility Request
Build New Standard Server Image
Build New Standard Server Image with Middleware
Deploy Server to Floor
Perform Initial Build Activities
Server Lock Down
DBMS Install and Configure
Add Database to Server
Remove Database from Server
Middleware Install and Configure
Service Definition
ID Request
Build New Server with Middleware
Build New Server
Bandwidth Analysis Assessment
I&S Network Consulting
Minor Site Enhancement
Firewall Service Request
Lotus Notes ID – Create/Delete Account
Lotus Notes ID - Change User Name or Certifier
Lotus Notes ID - Change Password
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Service Catalog contents – Released in 2H 2008
� Lotus ID management services to end-users*:
� Change My Password
� Reset My Password
� Reset Someone Else's Password
� Create an Account for Me
� Create an Account for Someone Else
� Delete an Account I Own
� Delete Someone Else's Account
� Desktop/Laptop/PDA Services
� Software Services
� Printer Services
* Done through Tivoli Identity Manager
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Reporting Roadmap: Open Reporting System
Caution: all information on this slide is subject to change!
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Disclaimer
The information on the new product is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information on the new product is for informational purposes only and may not be incorporated into any contract. The information on the new product is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion.
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Trademarks and disclaimers
Intel, Intel logo, Intel Inside, Intel Inside logo, Intel Centrino, Intel Centrino logo, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries./ Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both. IT Infrastructure Library is a registered trademark of the Central Computer and Telecommunications Agency which is now part of the Office of Government Commerce. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. UNIX is a registered trademark of The Open Group in the United States and other countries. Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others. Information is provided "AS IS" without warranty of any kind.
The customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer.
Information concerning non-IBM products was obtained from a supplier of these products, published announcement material, or other publicly available sources and does not constitute an endorsement of such products by IBM. Sources for non-IBM list prices and performance numbers are taken from publicly available information, including vendor announcements and vendor worldwide homepages. IBM has not tested these products and cannot confirm the accuracy of performance, capability, or any other claims related to non-IBM products. Questions on the capability of non-IBM products should be addressed to the supplier of those products.
All statements regarding IBM future direction and intent are subject to change or withdrawal without notice, and represent goals and objectives only.
Some information addresses anticipated future capabilities. Such information is not intended as a definitive statement of a commitment to specific levels of performance, function or delivery schedules with respect to any future products. Such commitments are only made in IBM product announcements. The information is presented here to communicate IBM's current investment and development activities as a good faith effort to help with our customers' future planning.
Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon considerations such as the amount of multiprogramming in the user's job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve throughput or performance improvements equivalent to the ratios stated here.
Prices are suggested U.S. list prices and are subject to change without notice. Starting price may not include a hard drive, operating system or other features. Contact your IBM representative or Business Partner for the most current pricing in your geography.
Photographs shown may be engineering prototypes. Changes may be incorporated in production models.
© IBM Corporation 1994-2009. All rights reserved.References in this document to IBM products or services do not imply that IBM intends to make them available in every country.
Trademarks of International Business Machines Corporation in the United States, other countries, or both can be found on the World Wide Web at http://www.ibm.com/legal/copytrade.shtml.
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