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Tel: 01628 550450 email: info@orb-data.com
TFSM Service desk
Resolving a user problem
The following example shows how Service Manager for Smart Business can be used in practice to resolve a user problem. Click on a user icon to see how they are using the tool.
| 1. Mike discovers a problem | ||||
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| 6. Sara closes the Incident and Service request | Click on a person to understand how IBM Tivoli Foundations Service Manager is helping at each stage | 2. Mike searches for a solution but can't find one. So he creates Service Request | ||
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| 5. Sara remotely debugs Mike's problem | 3. Bob searches other service requests, problems, etc. & discusses with Mike | |||
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| 4. Bob opens Incident | ||||
Key
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Mike - End User (or Self Service User) | |
Bob - Service Desk Agent | |
Sara - Subject Matter Expert (or Service Desk Administrator) |
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