IBM Control Desk helps reduce costs and service downtimes through optimized and automated ITIL service management.

The rapid spread of information technology has transformed the way companies create value. However, as users and infrastructure continue to grow in order to take advantage of the automation and insights offered by IT, managing the resulting environment of multiple vendors and platforms becomes an increasingly complex task.

IBM Control Desk provides the needed IT service management to simplify the support of users and infrastructure.

IBM Control Desk IT asset and service management software provides a common control center for managing business processes of both digital and physical assets. It provides control to applications, endpoints and inventories to protect critical data and prevent downtimes.

Control Desk is a product compatible with IT Infrastructure Library (ITIL) that can be accessed from mobile devices and integrated with social media and development tools.

You can choose one of the application methods that will work in a permanent or cloud environment according to your business needs.

Reduce Help Desk Calls

The Service Catalog and the Enterprise Application Store allow users to select existing services and to deploy approved software on their own devices without needing any assistance from IT personnel.

Increase Solution Rates in First Call

IT professionals benefit from process automation capabilities based on best practices, integrated accumulation of knowledge and problem management as well as visibility related to asset, configuration and change information.

Reduce Downtime

Approximately 80% of companies can reduce business risks by leveraging advanced impact analysis and automated change procedures to ensure the integrity of existing infrastructure.

Service request management

It accelerates the process of problem solving through searchable solution library. You can chat with users with the chat module. It automatically categorizes the records based on keywords and detail fields. It sends e-mails to incoming service requests.

Powerful interaction engine

It includes full reconciliation of data uploaded into the Configuration Management Database (CMDB). It provides the opportunity to monitor ITIL based workflows, resource availability and downtime for all processes.

IT asset lifecycle management

It monitors and controls the setups, movements, additions and changes of its assets. Integration with many common procurement solutions enables full lifecycle management of each IT asset, including associated contracts. It provides protection against unnecessary license issuance. When you scrap an asset, all associated software licenses are recovered.

Service Catalog

It publishes a list of available services for users to search and place an order. It minimizes manual intervention for user requests. Users can understand how much services charge and manage their consumption accordingly. It allows service catalog entries based on a group or business unit. It saves time and reduces catalog development costs. It offers business plan templates, reduces the cost of creating work orders.

Support for service providers

It provides visibility into all costs of providing multiple billing methods, service support and service delivery. It ensures that customers have the requested services and are priced correctly. Response plans for requests automatically assign the appropriate person or response team to handle each request. A versatile reporting engine generates reports, a query wizard allows users to define and schedule their own reports.

Manage your non-IT assets

The full life cycle of all inventories other than IT assets can be managed through the application. These inventories can be associated with each other, can be assigned to persons or persons and cost can be calculated.