As technology becomes increasingly complex, problem resolution becomes more time-consuming, skill requirements increase and costs to maintain quality services escalate. In the face of tighter budgets and fewer resources, prioritization and responsiveness are the keys to maximizing availability of business-critical IT services.

IBM Tivoli Service Request Manager™ (formerly IBM Tivoli® Service Desk) helps you meet these challenges by enabling you to manage incidents and problems across your infrastructure, more rapidly restore failing IT services and help minimize costly service-desk calls. Use Tivoli Service Request Manager to help:

• Streamline incident and problem management processes for more rapid service restoration at an appropriate cost
• Increase the availability of critical IT services
• Help optimize productivity of service-desk personnel and increase end-user satisfaction
• Maximize IT infrastructure stability and availability
• Configure and customize settings using the included application designer tools, which allow your settings to carry over if you upgrade the solution in the future
• Establish a common solution for global support
• Align IT operations and your business with service level management, service provisioning and service catalog
• Support ITIL processes for managing incidents, problems, changes, releases and service levels