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

This portfolio of software technology covers a whole host of capabilities to meet service delivery and Process Automation requirements:

• Tivoli Provisioning Manager

An easy-to-install, intuitive interface which provides automated provisioning, improved resource utilisation and enhanced IT service delivery

• Tivoli Change and Configuration Management Database

Provides an enterprise-ready platform for storing deep, standardised data on configurations and change histories to help integrate people, processes, information and technology

• Tivoli Application Dependency Discovery Manager

Provides complete, detailed application maps of business applications and supporting infrastructure, including cross-tier dependencies, run-time configuration values and complete change history

• 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