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 is unique in its ability to:
- Provide a self-service portal interface for reservation of computer, storage, and networking resources.
- Automate provisioning and de-provisioning resources.
- Increase availability of resources with real-time monitoring and energy management.
- Combine asset and service management into one environment.
- Deliver a federated configuration management system.
- Provide advanced business process management and integration with other Web-based tools.
- 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.

Products we use:

IBM Tivoli Service Request Manager
Enables service efficiencies, reduces disruptions, streamlines service desk operations, improves customer satisfaction, and reduces costs by unifying key service support and asset management processes.

Tivoli Provisioning Manager
Provides automated provisioning, improved resource utilization and enhanced IT service delivery.

Tivoli Change and Configuration Management Database
Provides an enterprise-ready platform for storing deep, standardized data on configurations and change histories to help integrate people, processes, information and technology.