Asset Management > IBM MAXIMO

IBM Tivoli Service Request Manager provides an integrated service desk and catalog for a "one touch" IT experience.

This integrated service desk software unifies and automates key service support and asset management processes

Manages both call-based and catalog-based requests in one solution with integrated service desk software and service catalog
Takes problem and incident management software to another level with best practice incident and problem processing
Enables users to obtain IT services through published service offerings
Takes advantage of proven workflows and for fast time to market
Employs change and configuration management software features, such as easy drag and drop screen, workflow customization and simple configuration tools for on-the-fly changes
Combines upgradeability, easy configuration, customer-built customizations and data preservation during updates/upgrades so you never rebuild your service desk again

**Service Desk**
Features	Advantages	Benefits
Incident and Problem Management	Supports the prioritization of fixing the end user’s problem over root cause analysis	Increases service levels and employee productivity.
Ticket templates	Allows work order fields to be pre-populated with information found in the service request.	Saves time and reduces errors.
Browser based End-user interface	Provides an easy-to-access, user interface to submit tickets, view updates and search solutions.	Lowers costs by creating more self sufficient end users.
Searchable solutions	Provides quick access to solutions for specific service requests	Helps build the internal knowledgebase that will shorten the time to resolve problems
Email listener	Efficiently processes inbound emails into service requests.	Provides users an easy way to communicate with the service desk.
Based on leading standards-based technology	Provides a web-architected platform built on J2EE with advanced business process management, based on SOA, web services and XML.	Open architecture that integrates easily with other business applications in the enterprise.
Built-in Configuration Tools	Allow users to quickly and easily make changes to their workspace, user interface, workflows, reports and more.	Reduces costs by allowing users to make customizations rather than requiring programmers to get involved.
Extensive use of meta data	Separates customizations from the code itself	Allows customization and changes to be kept during upgrades to new release lowering costs.

**Service Catalog**
Features	Advantages	Benefits
Publish IT service offerings	Provides users information about what services are available to them	Increases service levels and employee productivity.
Searchable service offerings	Provides quick access to service offerings	Helps shorten the time to find available services
Ability to provide cost information for service	Associate cost to your IT service offerings	Helps users understand costs and manage consumption
Service entitlement	Service catalog entries can be provided based on a group or business unit	Richer catalog with service offerings targeted to different users.
Flexible Offering Definition	Simple maintenance of complex catalogs	Reduces costs to deliver similar services offerings.
Service Definition Templates	Provides templates for common service items.	Lowers costs by speeding catalog development.
Job plan template	You do not have to enter the same information every time you create a work order for similar work	Lowers costs by improving re-use of information.