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October 12, 2009

IBM launches new service to help automate IT service desk operations

Integrates IBM Tivoli Service Request Manager with IT service desk of SAP Solution Manager

By CBR Staff Writer

IBM has launched a new service aimed at helping businesses automate the flow of information across IT service desk operations, which is expected to result in faster incident management and issue resolution, higher employee productivity and lower operational costs.

IBM said that the new offering from IBM Software Services for Tivoli is expected to help customers design and implement a complete incident management strategy.

As part of the service, customers can use IBM Tivoli Service Request Manager version 7.1 software, now SAP-certified for integration with SAP Solution Manager 7.0 via the service desk interface scenario (SMG-SDI 4.0), to automatically route incidents to the appropriate groups across the enterprise, regardless of the environment in which the incident originated, the company said.

As a result, the new services can provide a quicker resolution to incidents related to the SAP environment, improving its availability and the quality of related business services. The services can also help companies reduce operating costs through centralised support coordination and data consolidation, the company claims.

Reportedly, the Tivoli Service Request Manager unifies and automates key service support and asset management processes and the SAP Solution Manager application management system facilitates lifecycle support for heterogeneous SAP offerings.

Matthias Melich, vice president of application lifecycle management of SAP Active Global Support, said: The certified integration of IBM Tivoli Service Request Manager with the IT service desk of SAP Solution Manager is a significant step forward for our joint customers.

“The integration allows Tivoli users to also benefit from the integration of SAP Solution Manager with SAP’s support infrastructure, which in turn provides fast access to SAP’s world-class global network of support consultants. The results are tangible: Joint SAP and IBM Tivoli customers receive higher support quality and faster responses through the integration if problems occur.

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