VoIP for Enterprise TMC

Service Desks Get Boost from StreamFoundry/IBM/Vaultus Partnership

September 29, 2006
Service Desks Get Boost from StreamFoundry/IBM/Vaultus Partnership. Check it out:
IBM System z customers are about to receive the world’s first IT Service Management (ITSM) solution. StreamFoundry (SF), IBM (News - Alert) Tivoli and Vaultus Mobile Technologies have joined forces to create the solution coined ITSM for System z.. For accessibility through Web and mobile devices, the solution combines SF’s best-of-breed Web-based problem, incident, change and request management applications with IBM Tivoli’s top-selling OMEGAMON and NetView performance tools.


 
This partnership was established to provide System z enterprises with the best of SF and IBM’s System z tools in an integrated package and to make these tools available through three different access points:
 
  • The IBM Tivoli Enterprise Portal (TEP), which is a Web-based dashboard front-end ideal for managers looking for high-level reports;
  • SF’s CMS Web-interface for end-users managing problems and changes;
  • Vaultus’ Tivoli Pocket Portal for field technicians and mobile workers.
 
StreamFoundry CEO Doug Shute noted that SF is thrilled to not only integrate, but also sell the System z assets of IBM Tivoli with its own. Collectively, the two companies offer enterprises the most comprehensive System z offering for service desk environments. To extend this environment beyond the service desk through Vaultus’ Tivoli Pocket Portal is an additional bonus.

Beyond the System z tools, IBM has also provided SF with the ability to resell its Change and Configuration Management Database (CCMDB) application. The design of the CCMDB is intended to deliver a federated approach to an enterprise’s existing configuration databases.

Shute added that the CCMDB fits well into SF’s strategy of service desk centralization. When the SF is combined with the Tivoli System z tools for service support and service delivery with the ability to interface to a centralized configuration management system, the result is greater accountability and quality of service.

To create a more flexible, adaptable service desk, the ITSM for System z takes the years of process and workflow know-how stored within an enterprise’s core mainframe systems empowering Web and mobile applications. The service desk is them freed from the limitations of a distributed architecture and able to meet the demands of an ever-changing IT environment at a fraction of the cost to maintain and operate. This is considered the ITSM for System z approach.

This partnership has incorporated some powerful names in the industry that will most definitely contribute to strong demand for the System z solutions throughout numerous enterprises.

The solution also addresses the needs of the service desk by not only incorporating data, but also enabling the data to be accessible via mobile devices and the Web, at a lower cost. The demand to be mobile is increasing as the ability to deliver a high level of customer service is displayed through on-site response. By offering corporations this ability, they will be able to help drive revenues through service deliverables while also reducing the drain on capital so commonly associated with the division. What more could the service desk want?

What’s the number one VoIP conference in terms of attendance? What’s the leading VoIP expo for exhibitors in terms of lead generation? And which VoIP industry event will feature special attractions for service providers, resellers, and the enterprise and SMB market as well as an overview on the Future of IP Telephony? Answer: INTERNET TELEPHONY Conference & Expo, WEST, which runs October 10-13, 2006. See you in San Diego!

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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.



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