Tivoli Service Request Manager

Presented by: Bakker Shamel

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

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.

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.

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 e-mail 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.

Service Request

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.

Incident

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.

Problem

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.

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.

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.

Solutions

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.

Global Search

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

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.

Customer Survey

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.

Email Listener

The Maximo E-Mail Listener application is used to receive and process Services Request and Tickets automatically through the receipt of emails.

The E-Mail listener can be used to create and update tickets – including changing the tickets’ status based on specific criteria.

Email Listener

• The E-Mail listener supports two types of E-mail: Free Form and Formatted.

• Free Form E-mails are plain text. The E-mail listener extract the subject and body to either create or update Service Requests.

• Formatted E-mails 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.

Email Listener

• There are two Workflow processes the E-mail listener uses

• IBEP – Supports only free form E-mails in the Service Request application

• LSNRBP – Support form E-mails in the Service Request application and formatted E-mails in any other ticked based application such as Incidents

Email Listener

• The E-mail listener CRON task polls the mail server for unread E-mails

• Extracts the content to the staging table• Launches the Workflow process to perform the

necessary actions based on the E-mail content• E-mail listener sends a response to the user

confirming the action performed. These responses are based on numerous Communication Templates provided.

Email Listener

Maximo supports the receipt of E-mails 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 E-mail.

Email Listener

• Register users to send E-mail to a Mailbox the E-mail listener polls

• These users must be configured in Maximo with the same E-Mail address

• The users must have the appropriate rights in Maximo to create and update records in the Service Request / Incident Application (Formatted Emails)

• In addition to the Mailbox that Maximo polls for new E-mails create another Mailbox to handle any bounced emails. maxadmin@

Email 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 E-mail listener application

Email Listener