There are many different types of users who access a Configuration Management database (CMDB) for information about configuration items (CIs). There are power users like a Configuration Librarian or a Configuration Manager. But there are also a number of casual users (or infrequent users) of a CMDB tool. To support casual users, like CI Owners, we have created the Simplified CI Views package. This can be installed on top of the CCMDB product, and provides simplified, integrated CI views for the CI owner. The underlying data is still stored in the Common Data Model format - its just an improvement in the presentation layer. This has been done through configuration - so it can be tailored to a customer's data model through configuration only (i.e. without having to write java code).
This Simplified CI Views Pack is now available on the Integrated Service Management Library (formerly known as OPAL).
From archive: March 2011 X
C.J.Paul 1000009HC8 3,545 Views
The following best practices were recently published on the Tivoli Service Request Manager wiki:
Job Aid - Automated or Manual Transition of Service Requests to Incidents: Describes how to automatically or manually generate an incident record for a service request. Provides information to help you create a workflow to enable automation.
Job Aid - Service Desk End-to-End Process Definition: Explains how Service Request Manager enables and supports the life cycle of a Service Request. Use this document to learn how to use Service Request Manager, how to run other scenarios through the end-to-end process, and become familiar with the applications that support, enable and automate the end-to-end process.
Job Aid - Effective Use of Classifications in Tivoli Service Request Manager: Classifications are extremely important for the effective use of Service Request Manager and need careful consideration as part of any Service Request Manager deployment. This document provides key considerations for creating classifications that save labor and maximize value.
Job Aid - Tivoli Service Request Manager Priority Matrix - Use or Update: Service Request Manager provides a priority matrix application to support internal priorities for Service requests, Incidents and Problem records. This document explains how to use the priority matrix and customize it to suit specific business needs.
Tivoli Service Request Manager provides PAKs to extend and enhance the product's functionality. The following PAKs were just released and are now available from the ISM Content Installer application: