Tivoli Systems today launched a new initiative that pulls together IT service-level management, IT process automation, and knowledge management to associate technical issues with business objectives.
At its Planet Tivoli user conference in Nashville, Tenn., the company took the wraps off Tivoli Service Desk 6.0. Described as a core software component of its Customer Service Assurance initiative, Tivoli Service Desk 6.0 promises to help IT personnel gain central control over service levels. The help-desk package adds bidirectional integration with Tivoli NetView and the Tivoli Enterprise console. Through that integration, Service Desk is able to consolidate event management.
The software includes a specialized Service Level Agreement module IT can use to set and manage service-level contracts. A workflow engine posts "to do" lists to show IT how close problems are to resolution and what issues take precedence.Service Desk also includes an open API that programmers can use to integrate the package with third-party products. Service Desk 6.0 ships next quarter. Pricing hasn't been set yet.
This summer, Tivoli is also slated to ship the new Tivoli Application Performance Manager, an end-user-focused service-level management product.