IBM® Tivoli® Service Request Manager, IBM Tivoli Change and Configuration Management Database, IBM Tivoli Asset Management for IT, IBM Tivoli Release Process Manager, and IBM Tivoli Business Continuity Process Manager are key components of the IBM Service Management strategy. This IBM Redbooks® publication presents scenarios on the combined usage of these products for implementing a complete, end-to-end Service Management solution.

We start by introducing Information Technology Infrastructure Library (ITIL® )-based Service Management, followed by a discussion of how to design your ITIL-based Service Management solution using the Tivoli products.

We have included several scenarios that will help you understand how these products work together in a real customer environment.

This book is a major reference for IT specialists working on implementing ITIL-based Service Management solutions using Tivoli products. IT managers, IT architect, and pre-sales technical specialists will also benefit from information presented in this book.

Chapter 1. Introduction to Service Management

Chapter 2. IBM Service Management products

Chapter 3. Planning your IBM Service Management infrastructure

Chapter 4. How Asset Management and Configuration Management work together

Chapter 5. Scenario 1: Incident, Problem, and Change Management flow

Chapter 6. Scenario 2: Fixpack deployment

Chapter 7. Scenario 3: Process level integration with an external Service Desk system

Chapter 8. Scenario 4: IT Service Continuity Management using IBM Tivoli Business Continuity Process Manager

Chapter 9. Change impact assessment

Chapter 10. BIRT reporting

Appendix A. How to design an IBM Service Management solution using Tivoli products