Tivoli Service Delivery and Automation

IBM® Service Delivery and Process Automation software gives you the visibility, control and automation needed to provide quality service delivery, addressing all stages of the service lifecycle.

Tivoli® Service Delivery and Process Automation software offerings provide a complete solution, automating the full lifecycle of service requests, incidents and trouble tickets from their creation through to the environmental changes they produce. Tivoli software is integrated to capture incoming requests, incidents and problems; route them to the correct decision-makers; and expedite resolution with enterprise-strength server and desktop provisioning tools. They do this while keeping an accurate record of all the configuration items in a federated management database and a real-time picture of the deployed infrastructure – matching hardware and software services with the business needs they fulfill.

By automating change, configuration, provisioning, release and asset management tasks, IBM Service Delivery and Process Automation software and services help reduce cost and eliminate error.

Common process automation platform combines asset and service management in one environment

IBM Service Delivery and Process Automation products leverage a common process automation engine. This engine – which supports Tivoli Service Request Manager, Tivoli Asset Management for IT, Tivoli Change and Configuration Management Database (CCMDB), and other IBM solutions – is unique in its ability to:

- combine asset and service management in one environment,

- deliver a federated configuration management system,

- provide advanced business process management and integration with other Web-based tools,

- preserve upgradeability and ease of configuration, and

- offer full end-to-end management views of business applications.

With the implementation of IBM Service delivery and process automation software solutions, clients can expect to improve the efficiency and effectiveness of IT, enable greater convergence of technology and business processes, and see results in areas like mean time to repair, service quality, and customer satisfaction.