IBM Maximo Smart Control Desk

IBM® Control Desk IT asset and service management provides a common control center for managing business processes for both digital and physical assets. Control Desk is ITIL-compliant, accessible through mobile devices and integrates with social media and development tools.

Service request management prioritizes incident response based on business service impact.

• Speeds problem resolution with a searchable solutions knowledge base and embedded remote diagnostics.
• Ticket templates 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.
• Synchronize tickets through bi-directional integration with BMC Remedy and HP Service Center.
• Processes emails into inbound service requests.

A powerful interaction engine with tooling that includes full reconciliation of data loaded into the Configuration Management Database (CMDB).

• Provides the CMDB with complete reconciliation, 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 configuration items (CIs) applications and service configurations to help validate compliance.
• Create responsive design and mobile-friendly emails.

IT asset lifecycle management 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. It reduces the time, cost and risk associated with compliance audits.
• Generates asset reports to help identify inactive assets or redeploy underutilized assets.

Service catalog publishes a list of available services for users to search and order.

• Automates the fulfillment of service requests with runbook automation.
• Associates cost information can now be added to services.
• Supports service entitlement allowing service catalog entries based on a group or business unit.
• Provides service definition templates for common service items.
• Provides job plan templates.