Product: IBM Control Desk

IBM SmartCloud Control Desk is a fully ITIL standards-based product and provides full support for your Service Desk. This allows you to centralize all reports, requests and actions register your organization, tracking and handling.

The IBM SmartCloud Control Desk you have a variety of functions:

  • Importing and Managing Assets and whether Configuration Items.
  • Managing requests, incidents and problems.
  • Managing licenses incl. Software contracts.
  • Managing changes, releases and configuration.
  • Service Catalog with a full product and service catalog.
  • Service Level Agreements guard.

In addition, the IBM SmartCloud Control Desk includes (SCCD) several workflows that can support your business in a predictable, repeatable way to perform combined with integration and ability to make adjustments.

IBM SmartCloud Control Desk is part of a generic product suite for Service and Asset Management, IBM Maximo, which is built on a single platform. It works seamlessly with other IBM Service Management products and can thus help to comprehensive service desk capabilities for your organisation.

Functionalities of IBM Control Desk

And many more ...

  • Importing and Managing Assets and / or Configuration Items.
  • Managing requests, incidents and problems.
  • Managing licenses incl. Software contracts.
  • Managing changes, releases and configuration.
  • Service Catalog with a full product and service catalog.
  • Service Level Agreements guard
  • Out of the box contents such as workflows, classifications, templates, key performance indicators (KPIs), queries and reports.
  • For all roll a dashboard with real-time performance views, which supports the daily work of all users.
  • Self-Service Portal with integrated knowledge base (incl. FAQs) to end users without the intervention of a Service Desk employee standard solutions and answers to frequently asked questions to consult, record messages and follow.
  • Integration with incoming mail, through linking an Email listener to an existing mail inbox, which requests via e-mail can be automatically converted to applications in the system.
  • Integration with outgoing mail, through a link with your existing mail environment, so you can for example be automatically kept informed about the status of your requests.
  • Integration with external systems based on industry standards such as Web Services, Java Messaging Service and XML messages, which allows fully automated data between these systems can be exchanged.
  • In addition to the standard reports, it is also possible to access the database via external business intelligence solutions, such as Cognos, Business Objects and Crystal Reports.
  • Automatically send reports.
  • CTI - Application of Computer Telephony Integration.