Turbotodd

Ruminations on IT, the digital media, and some golf thrown in for good measure.

Help Desks In The Clouds

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More IBM clouds are on the horizon.

Today, IBM announced the availability of some new online software services from our Tivoli business that will help provide improved automation and control of IT Service desk functions.

The new solution, which will be offered as a monthly subscription offering, can help organizations large and small with their help desks, which often deal with labor-intensive services like onboarding new hires, fixing laptops, and resolving IT issues.

Many companies struggle with slow, inefficient service request handling because the the core their application support, networking, facilities an IT assets aren’t integrated and depend on manual updates.  Yet IBM estimates that only 5 percent of service and support issues are resolved by self-service, making automation and integration crucial for service management.

To help meet this demand for automating IT service functions, IBM Tivoli Live – service manager will allow clients to start small with IT Service Desk functionality and grow into more extensive IT automation services as a company’s needs change.

Since IBM Tivoli Live –service manager is delivered on the IBM Cloud and based on a subscription model, the service reduces the complexity and management required by on-premise deployment.

There is no need to purchase hardware, software licenses or engage in extensive software configuration. This software-as-a-service is based on IBM’s on-premise, enterprise software that hundreds of clients use today.

In addition to choosing which IT processes clients want to automate first, they can also choose which ones they want to access through the cloud or deploy on-premise.

Unlike competitors, IBM offers software-as-a-service that integrates IT Service Desk with monitoring services that manages the health and performance of IT resources, including operating systems, virtualized servers, middleware and software applications.

This is available by integrating Tivoli Live – service manager with Tivoli Live – monitoring service, offering clients a fully integrated service management environment.

You can learn more about this new offering here.

Written by turbotodd

December 7, 2010 at 3:42 pm

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