New IBM Cloud Offering To Improve IT Service Desk Operations
Tivoli Live - service manager offered as monthly subscription
December 08, 2010
Share this

IBM has introduced new online software services based on the same on-premise solutions used by clients today – now delivered as a monthly subscription offering - that enables better automation and control of IT Service Desk functions. This new service adds to IBM's software-as-a-service offerings that help automate a range of IT services critical to maintaining business operations.

To help meet the demand of automating IT functions, IBM Tivoli Live - service manager allows clients to start with IT Service Desk functionality, for instance, and grow into more extensive IT automation services as a company's needs change -- such as change management, asset management and other IT management areas.

Since Tivoli Live - service manager is delivered on the IBM Cloud and based on a subscription model, the service reduces the upfront capital investment, complexity and management required by on-premise deployment. There is no need to purchase hardware, software licenses or engage in extensive software configuration. The service is based on a common platform and architecture that thousands of IBM clients use today as on-premise software. Unlike competitors, IBM offers flexible delivery options in the form of on-premise software and software-as-a-service that allows the customers to evolve from one to the other as their business needs change, or use them simultaneously in combination with one another for different IBM solutions.

"IBM gives clients the choice to rent, buy or 'mix and match' our software for automating IT," said Al Zollar, General Manager, IBM Tivoli. "With today's news, IBM lets clients solve their service management issues with a quick and easy on-ramp that also provides a pathway to greater enterprise IT automation down the road -- without lock in."

IBM's Tivoli Live - service manager provides a portfolio of automated functions for IT service management. For example, when a manager onboards a new employee, an online service catalog helps the manager set up the employee's items such as an office space, laptop, network access, email identification, etc. If an employee inquires about a down database the service agent can quickly understand the business impact using the application topology and appropriately assign priority to the trouble ticket. This improves response time, resource allocation and data availability.

IBM's Tivoli Live - service manager includes the following:

* Incident and problem management: Helps automate and manage service desk operations and provide quick resolutions to requests such as laptop problems and other requests. Knowledge management capabilities takes the strategies and best practices of individuals or organizational processes to help meet business objectives such as improving performance, gaining competitive advantage, sharing lessons learned, and better integration within the company.

* IT asset management: Manages the lifecycle of IT assets, including software and hardware such as servers, networking equipment, laptops, etc. This feature streamlines the process and improves the control of managing these assets. As a result, accountability of inventory is increased to ensure compliance and provide better performance for users. Risk is also reduced through standardization, proper documentation and loss detection.

* Service catalog: Provides users with a single portal for requesting standard IT and non-IT services such as requesting a new laptop, change in benefits, resetting passwords, adding or removing an employee to a department, resetting printer toner, etc. Built-in tools enable capabilities to create and publish service offerings in the portal and define manual or automated request fulfillment plans.

* Change, configuration and release management: Provides comprehensive change management capabilities to manage system configuration change requests from the initial request to the final review.

Share this

The Latest

June 13, 2024

As organizations continue to navigate their digital transformation journeys, the need for efficient, secure, and scalable data movement strategies has never been more critical ... In an era when enterprise IT landscapes are continually evolving, the strategic movement of data has become a cornerstone of maintaining agility, competitive edge, and operational efficiency ...

June 12, 2024

In May, New Relic published the State of Observability for IT and Telecommunications Report to share insights, statistics, and analysis on the adoption and business value of observability for the IT and telecommunications industries. Here are five key takeaways from the report ...

June 11, 2024
Over the past decade, the pace of technological progress has reached unprecedented levels, where fads both quickly rise and shrink in popularity. From AI and composability to augmented reality and quantum computing, the toolkit of emerging technologies is continuing to expand, creating a complex set of opportunities and challenges for businesses to address. In order to keep pace with competitors, avoiding new models and ideas is not an option. It's critical for organizations to determine whether an idea has transformative properties or is just a flash in the pan — a challenge tackled in Endava's new 2024 Emerging Tech Unpacked Report ...
June 10, 2024

The rapidly evolving nature of the industry, particularly with the recent surge in generative AI, can catch firms off-guard, leaving them scrambling to adapt to new trends without the necessary funds ... This blog will discuss effective strategies for optimizing cloud expenses to free up funds for emerging AI technologies, ensuring companies can adapt and thrive without financial strain ...

June 06, 2024

Software developers are spending more than 57% of their time being dragged into "war rooms" to solve application performance issues, rather than investing their time developing new, cutting-edge software applications as part of their organization's innovation strategy, according to a new report from Cisco ...

June 05, 2024

Generative Artificial Intelligence (GenAI) is continuing to see massive adoption and expanding use cases, despite some ongoing concerns related to bias and performance. This is clear from the results of Applause's 2024 GenAI Survey, which examined how digital quality professionals use and experience GenAI technology ... Here's what we found ...

June 04, 2024

Many times customers want to know why their measured performance doesn't match the speed advertised (by the platform vendor, software vendor, network vendor, etc). Assuming the advertised speeds are (a) within the realm of physical possibility and obeys the laws of physics, and (b) are real achievable speeds and not "click-bait," there are at least ten reasons for being unable to achieve advertised speeds. In situations where customer expectations and measured performance don't align, use the following checklist to help determine the reason(s) why ...

June 03, 2024

With so many systems potentially impacting applications performance, it is critical to find ways to separate insights from data that is often white noise. When cross-functional teams have clear alignment on what KPIs matter to them and their users' experiences, they can implement tools and processes that best support them. In the end, there must be collective ownership ...

May 30, 2024

Companies are struggling with the challenges posed by technical debt within their increasingly complex software architectures. As a result, nearly eight in ten (77%) organizations have implemented enterprise-wide initiatives to directly address technical debt ...

May 29, 2024

Nearly half (44%) of IT leaders surveyed believe their organizations are fully set up to realize the benefits of AI, according to Architect an AI Advantage, a report commissioned by Hewlett Packard Enterprise (HPE). The report reveals critical gaps in their strategies ...