What is IBM Control Desk?

IBM® Control Desk unified IT asset and service management software provides a common control center for managing business processes for both digital and physical assets. It enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages.

What are the benefits of IBM Control Desk?

Get started easily

Uses a single web interface screen to help ensure an efficient service desk and knowledge database for handling service requests and managing problems or incidents.

  • Prioritizes incident response based on business service impact.
  • Speeds problem resolution with a searchable solutions knowledge base and embedded remote diagnostics. Agents can remotely take over workstations and chat with users for faster request fulfillment.
  • Provides ticket templates and pre-populate work order fields with service request information through integration with telephony software from Genesys and Cisco.
  • Automatically classifies tickets based on keywords and detail fields. It can synchronize tickets through bi-directional integration with BMC Remedy and HP Service Center.
  • Processes emails into inbound service requests. Service requests can be created, viewed and approved using Blackberry, Apple iOS and Android devices.

Manage projects with greater ease

Uses change, configuration and release management to provide advanced impact analysis and automated change procedures that reduce risk and help ensure integrity of services.

  • Tooling includes full reconciliation of data loaded into the Configuration Management Database (CMDB).
  • Provides the Configuration Management Database with complete reconciliation, Information Technology Infrastructure Library (ITIL)-based workflows for all processes, single calendar for scheduling changes for resource availability, blackout periods and change windows.
  • Automated impact analysis and “what if” engine enables a customer to prevent outages caused by changes.
  • Compliance policy enforcement tracks and records changes throughout the organization. It manages the desired states of CIs (configuration items) applications and service configurations to help validate compliance.
  • Visual business services can be displayed based on the wide range of CI relationships. These views can be used for problem isolation and doing impact analysis. Other views such as Google mapping are also supported.

Improve software lifecycle integration

Includes IT asset lifecycle management for full asset lifecycle management of IT hardware and software license compliance capabilities.

  • Provides a current, proactively managed authorized repository of assets. Tracks and controls hardware assets installations, moves, additions and changes. It also manages a complete view of software entitlements.
  • Integration with IBM Endpoint Manager provides an accurate inventory of deployed software. It automates license tracking to help meet compliance requirements and reduces the time, cost and risk associated with compliance audits.
  • Generates asset reports to help identify inactive assets or redeploy underutilized assets.
  • Integration with several common purchasing solutions provides full lifecycle management of every IT asset including the associated contracts.
  • Guards against unnecessary reorder of licenses. When you retire an asset, all associated software licenses are freed up. Asset tables reflect the data and make licenses available for reuse.

Enable more effective self-service

Provides a service catalog that gives users an interface for self-help to eliminate calls to service desk agents.

  • Publishes a list of available services for users to search and order. Automates the fulfillment of service requests with runbook automation, minimizing manual intervention to deliver user requests.
  • Associates cost information can now be added to services. Users can understand how much services cost and manage their services consumption accordingly.
  • Supports service entitlement allowing service catalog entries based on a group or business unit.
  • Provides service definition templates for common service items, saving time and reducing catalog development costs.
  • Provides job plan templates, reducing the cost of creating work orders.

Design and automate customer experiences

Provides service support and service delivery capabilities for multiple customers in a single deployed instance providing hybrid cloud support.

  • Multiple billing methods gives visibility into all of the costs of providing service support and service delivery. Customers gain transparency into their service usage.
  • A repository for customer agreements enables entitlement checks. These checks ensure that customers are entitled to requested services and are correctly charged.
  • Response plans for requests automatically assign the appropriate person or response team to handle each request. Interactive, action-based workflows enable automated service delivery to help provide consistency.
  • Multi-customer operations allow you to run multiple customers in one instance. It segregates customer data and helps reduce the cost of maintenance and upkeep.
  • A versatile reporting engine generates reports, displays key performance indicators on dashboards and provides ad hoc query functionality. A query wizard allows users to define and schedule their own reports.

“The IBM unified service management solution helps St Vincent's IT support service group prioritize service requests directly impacting patient safety. If there's an issue with a doctor's or nurse's laptop, we now have the capacity and information we need to get on it immediately.”

Russell Wilcoxon - IT support service coordinator - St Vincent's Health Australia

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Vendor Landscape: Enterprise Service Desk Software

Discover why IBM Control Desk is ranked as a champion.

The compelling case for a business focus in IT service management

Explore the challenges and benefits of IT asset and service automation.

A Hero in the Cognitive Era: IBM Control Desk SaaS

See how you can save time and get automatic updates and instant upgrades with IBM Control Desk.

Features

IBM Control Desk offers integrated, user-friendly self-service, automated service management, and seamlessly-integrated, best-practice based service desk capabilities. It is available as both an on-premise and a SaaS solution—with a fully consistent code base and fully equivalent functionality.

IBM Control Desk is delivered with a well-integrated set of best-practice ITSM process modules including:

  • Self-Service and Request Fulfillment provides a single point of entry for handling incidents and requests.
  • Incident Management and Event Management focuses on minimizing mean time to repair (MTTR) in conjunction with operations.
  • Change Management includes standardized procedures for managing a wide variety of changes.
  • Service Asset and Configuration Management (SACM) provides critical insight into asset and configuration item (CI) interdependencies in support of more effective change management planning and execution, service impact management, asset management, and other use cases. This is enriched through the IBM Control Desk CMDB and dependency mapping via integrations with IBM TADDM.
  • Release and Deployment Management can verify license requirements and test the version status of services and assets introduced into the infrastructure.
  • Service Catalog integrates traditional services, internal cloud services, and public cloud services.
  • Service Level Management supports effective service delivery based on prior service commitments.
  • IT Asset Management not only provides asset inventory, but also supports financial and contractual decision making, including lifecycle requirements from procurement to retirement.
  • Financial and License Management includes support for usage accounting, chargeback, investment planning, and audit requirements for license terms and conditions.
  • Knowledge Base will over time become increasingly enriched through integrations with IBM’s advanced analytics.

White paper: The compelling case for a business focus in IT service management

Vendor Landscape: Enterprise Service Desk Software

Discover why IBM Control Desk is ranked as a champion.

The compelling case for a business focus in IT service management

Explore the challenges and benefits of IT asset and service automation.

A Hero in the Cognitive Era: IBM Control Desk SaaS

See how you can save time and get automatic updates and instant upgrades with IBM Control Desk.

St Vincent's Health Australia Sydney resolves job tickets 75 percent faster

Explore how IBM solutions helped to track the status of assets and software licenses in near real-time.

Compare

 

IBM Control Desk Delivery Models
Key Features SaaS VM Image On-premise Traditional Install
Reduced Total Cost of Ownership

Yes

Yes

Yes

Quick Time to Value

Yes

Yes

Yes

Reduced Capital Expense and Flexible Term Licensing

Yes

Yes

Yes

On-Premise Software offering

-

Yes

Yes

Hosted on IBM Cloud

Yes

-

-

Ideal for hosting on customer/partner cloud

-

Yes

-

Available with perpetual license terms

-

Yes

Yes

 

 

IBM SmartCloud Control Desk Editions
Key Features SmartCloud Control Desk SmartCloud Control Desk - Service Provider Add-on SmartCloud Control Desk - Entry Edition
Complete IT Service Management Solution

Yes

n/a

-

Partial IT Service Management Solution (simple service desk and change)

-

n/a

Yes

Support for Internal Service Providers  

Yes

 
Support for External Service Providers  

Yes

 
Chargeback and customer accounting functionality for services rendered  

Yes

 

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Downloads

Analyst Paper: Integrated Service Management: How IBM Is Advancing the Cause Through Advanced Analytics

Read about recent trends in analytics and IT service management (ITSM) to underscore the need for more cohesive, multipurpose, and multi-stakeholder support—as informed by enhanced analytics and automation.

Whitepaper: The compelling case for a business focus in IT service management

This white paper explores the challenges and benefits of IT asset and service automation and shows you how IBM Control Desk helps you eliminate the need for multiple service desks by unifying processes.

Analyst report: Vendor landscape: enterprise service desk software

Read this analyst report to learn why IBM Control Desk software gets high marks for providing enterprise-wide service and asset management solutions.

Video: IBM Control Desk

IBM Control Desk, solves the problem that traditional service desks are not going to be able to cope with the demand and growth over the next three years.

30 day trial: IBM Control Desk

See for yourself how IBM Control Desk solution supplies the IT service management(ITSM) software that simplifies the job of supporting your users and their infrastructure.

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