IBM IT service desk solutions provide a single, unified platform to manage multiple service management best practice processes. Your organization can go beyond traditional, manual processes that may not adequately support planning and scheduling across IT and operations lines of business.

IT service desk solutions combine automation, mobility, enhanced visibility and analytic insights into your IT service management processes – helping them become more diverse and better integrated across a wide range of technologies.

One support services team for an energy cooperative is using IT service desk processes to close nearly 40 percent of incidents and service requests within two hours and complete 85 percent without escalation.

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The Latest In IBM Service Management

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How to Manage Smart Infrastructure


One Platform To Rule Them All: Incidents and Service Requests


Prevent network outages and improve IT productivity


SCCD is the channel through which IT service desk is delivered. Here are key products to help achieve your IT service desk goals.

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Analyst Reports

This EMA/CXP analyst report describes how service desks are under pressure to proactively complement traditional ITSM processes through automation, mobility and analytic insights.

This Frost and Sullivan analyst report describes how Software Asset Management guides companies in driving this costly asset to its highest value producing uses.

Case Studies

This case study demonstrates how Great River Energy leveraged an IBM integrated service management solution to help the IT support services team close nearly 40 percent of tickets (incidents and service requests) within two hours and complete 85 percent without escalation.


Explore and learn about SmartCloud Control Desk in a sandbox environment as End Users, Managers, Service Desk Agents and Advanced Service Desk Agents would experience it.

Solution Briefs

This solution brief highlights SmartCloud Control Desk and its ability to provide a unified service management solution that enables users to manage both physical and digital assets across their entire enterprise.

This solution brief highlights Netcool Network Management and it's ability to deliver greater visibility, control and automation over the network infrastructure to help prevent the occurrence of costly network outages.


See how IBM enables integrated IT Service Management and Enterprise Asset Management in a single platform.

Learn how CSX uses SmartCloud Control desk to manage its business in compliance with government regulation

Melbourne Airport converges IT Service Management and Enterprise Asset Management onto one platform to simplify management and save time

SmartCloud Control Desk is a comprehensive IT Asset and Service Management solution that helps reduce cost and minimize service disruptions through automated service request handling, efficient change management, optimized asset lifecycle management across IT and enterprise domains.

White Papers

This EMA whitepaper discusses the current influences in the IT management tools market including IT/OT convergence, cloud computing, smarter physical infrastructure and showcases SmartCloud Control Desk's capabilities in this space.

This EMA whitepaper provides guidance on how to plan a more effective Enterprise Asset Management (EAM) strategy, including maturity levels, processes, and technologies

This IBM whitepaper examines software asset management techniques for identifying licensed and unlicensed software on endpoints, monitoring and analyzing software used by servers, and extending management across the full software lifecycle.

This Tivoli User Community (TUC) whitepaper covers some of the innovative new features in SmartCloud Control Desk that allow it to “automate ITIL at Cloud Speed” and extend the management to smarter physical infrastructures.

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