Published By: newScale
Published Date: Jan 30, 2008
This white paper outlines the challenges associated with IT Request Management and ten best practices that represent the hard-won knowledge from dozens of successful Service Request Management projects. By following these guidelines, your IT organization can provide more responsive service delivery, increase operational efficiency, and improve internal customer satisfaction.
Their ability to deliver services is highly dependent upon their capability to operate with highly reliable and efficient IT operations. The changes described in this case study will help to assure they will be able to achieve that goal.
Merkur conducted an extensive selection process for service management solutions, evaluating technologies to provide proof-of-concept demonstrations. Following its rigorous review, Merkur selected IBM Tivoli Asset Management for IT and IBM Tivoli Service Desk to automate and integrate IT asset management and incident, problem, change, inventory, SLA and knowledge management processes.