Tivoli Problem Management is the Tivoli product that your company can use to register calls, and solve and manage problems in a client/server environment. Tivoli Service Desk Server resides on the application server in 3-tier installations to handle the diagnostic functions and closing of business transactions for TPM.
The following table provides a description of each sub-component of TPM.
Sub-Component | Description |
Tivoli Problem Management Mail Gateway (TPM Mail Gateway) | This piece of TPM gives remote employees and customers direct access to the TPM knowledgebase and Diagnostic Aids through corporate e-mail systems. TPM Mail Gateway enables users to search for solutions to problems without directly contacting a help desk analyst. |
Tivoli Problem Management Network/System Management Gateway (TPM NSM Gateway) | This piece of TPM links network and systems management platforms, such as HP Openview and IBM Netview, to help desk operations. TPM NSM Gateway assists help desk analysts and network specialists in diagnosing and tracking problems with nodes on the network. It also allows TPM analysts to receive network node information from the network management platform. In this way, help desk analysts can work with problems for nodes on the network. |