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IBM Control Desk

Manage a comprehensive range of IT processes, services, and assets for your environment with a best-practice Information Technology Infrastructure Library (ITIL)-aligned approach.

Easier, More Efficient ITSM

Manage your IT landscape with Interloc’s implementation of IBM Control Desk as a complete suite, or just adopt the components of the platform that fit your needs — our ITSM applications follow our implementation approach and methodology.

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Service Desk

From Service Catalogues and Service Requests to Incident/Problem Surveys, Interloc’s implementation of IBM Control Desk is there to serve your needs, and our experts can also design new processes for your expanding operations.

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Change and Configuration Management

Covers implementation of Maximo Control Desk change applications and processes, configuration management, and CI discovery.

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Asset Management for IT

Covers Implementation of IT asset management and asset management life-cycle processes, software license management, asset discovery.

Extend Your Existing Maximo Implementation

Extend Your Existing Maximo Implementation

IBM Control Desk provides one inclusive, holistic application that supports management of all your complex assets and services — IT or Enterprise — while serving as a face for IT to end users, and a hub for workflow and integration.
Extend Your Existing Maximo Implementation

Service Desk

IBM Control Desk cuts through the clutter of multi-vendor and multi-platform environments, providing the IT service management (ITSM) needed to simplify support of users and infrastructures, reduce costs, and increase satisfaction via self-service, automated service management, and service desk processes.

Self Service Center for end users

  • Enable users to connect with support
  • Search solutions
  • Request services
  • View status
  • Tack assets

Service Catalog and Service Request Management

  • Request services from configurable catalogues and offerings.
  • Provides self service capabilities for both IT and non-IT functions
  • Interact with other IBM ICD ITIL processes
  • Interact with Incident and/or Change Management

Request Fulfilment

  • Request to fix an unplanned fault
  • Complete small changes—high frequency, low risk
  • Enact procurement requests for assets and consumables
  • Easily submit request for information

Incident Management

  • ITIL-aligned change, configuration, release, incident, problem, and asset management
  • Incident logging and detection
  • Classification and initiating activity
  •  Investigation and diagnosis
  • Business service and criticality identification
  • Resolution and logging of work rounds

Problem Management

  • Problem and error control
  • Root cause analysis
  • Work round identification
  • Creation and maintenance of a Known Error database
  • Proactive problem management activities

Service Level Agreement (SLA) Management

SLA application is used to encapsulate the business goals as they apply to the IT infrastructure, to ensure that critical business services are maintained and improved over the duration of these agreements.

An SLA must be:

  • Reasonable
  • Appropriate
  • Measurable
  • Achievable

Change and Release Management

Ensure that all changes to information technology assets are carried out in a planned and authorized manner, and that complex multiple changes are orchestrated as a single unit.

Change Management

  • Track application and infrastructure changes, standard or emergency.
  • Establish both recurring and one-time only schedules (change windows) during which changes can be performed without negatively affecting projected availability or service level agreement (SLA) commitments.
  • Enforce standard methods and procedures from request for change through post implementation review. 
  • Control and manage the implementation of those changes.
  • Maintain open channels of communications to promote smooth transition when changes take place. 
  • Increase visibility and communication of changes to both business and support staff.

Implementation and Review Release Management

  • Identify scope and classify nature of releases
  • Manage intricate release and deployment plans
  • Synchronize, plan, and schedule releases for rollout 
  • Successfully deploy release packages 
  • Ensure knowledge transfer to users or customers
  • Minimize service disruption throughout release
  • Realize changes faster, cheaper, and with fewer risks. 
  • Deploy a more consistent implementation approach 
  • Compile traceability requirements more closely

IT Asset and Configuration Management

IBM Control Desk’s IT asset management includes inventory management, procurement management, contract management, and financial management to help lower cost, mitigate license and regulatory compliance risks, and better align IT with business goals.

Key scenarios enabled

  • Apply service management rigor for asset changes, upgrades, service requests, etc.
  • Manage technology dependent assets and services across domains.
  • Manage all asset types from a single service desk.

Value Delivered

  • Provides increased efficiency, enabling the IT Support team to improve service delivery while lowering costs.
  • Enables efficient use of existing assets and reduces purchases through an enterprise-wide view of all assets.

Learn More About how Maximo Can Work for You - Contact us Today

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