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.