IBM Control Desk V7.5.3

IBM Control Desk V7.5.3, formerly known as IBM SmartCloud Control Desk, builds upon the strengths introduced in prior releases with the intention to continue to deliver critical functions and improved value. Through the delivery of these enhancements, organizations can recognize more unified IT service management. Because of the unification of end-to-end processes, organizations should see improved continuity of service, productivity of their Information Technology Infrastructure Library (ITIL) based agents, and improved efficiency of their overall service management operations.

Organizations will experience new integrations with IBM Endpoint Manager that unifies end-to-end ITIL-based processes of problem, change, and software self-service requests. This unification of processes within Control Desk with Endpoint Manager can increase the effectiveness of agents, change administrators, and problem solution deployment. This automation can help organizations be more productive with these added capabilities:

• Self-service users can order software and, through automation of process, can receive the software directly to their desktops.
• Service desk agents or self-service users are able to distribute software patches to their desktops, when a known solution has an upgrade identified.
• Change administrators are able to implement software changes directly through Endpoint Manager without intervention.

The unification of these processes includes licensee management updates, thorough automated license reorder, automated collection of approvals, and processing to Endpoint Manager.

New enhancements

• During product upgrades, organizations should see an improvement in the reduction of time it takes to upgrade Control Desk. This improvement can help spot configuration changes as well as customization changes that are possible inhibitors to a successful upgrade.
• Users can get faster access to critical data through dashboards and enhanced user interfaces.
• Users are aware of continuous upgrades for software as a service environments.
• Users of the service catalogue features within Control Desk can experience new capabilities, for example, the ability to do bulk approvals of entire shopping carts or to request a single approval for an item within the shopping carts.
• The ability to select multiple packages from a catalogue for install, therefore, helping simplify the provisioning of a resource.
• The decommissioning of hardware assets automatically triggers freeing up of licenses.

Find out more here.

IBM Control Desk on Cloud

IBM Control Desk on Cloud, formerly known as IBM SmartCloud Control Desk (SaaS), builds upon the strengths introduced in prior releases with the intention of continuing to deliver important functions and improved value. The delivery of these enhancements helps provide a complete unified IT service management solution for the improved continuity of service, speed of response, and efficiency of service management. A new service portal is being introduced that can be used by IBM software as a service users for simple problem ticketing requirements without additional licensing costs.

Control Desk on Cloud offers:

• Complete process integration with IBM Endpoint Manager for support of:
  • Self-service provisioning of software packages
  • Help desk integration for provisioning of patches
  • Change process provisioning of software changes
• Upgrade changes that help eliminate long downtimes and handle customizations.
• Quicker access to critical data through dashboards and enhanced user experiences.
• A new service portal that provides simple problem ticketing for users of IBM service engage.
• Ability to do bulk approvals or single approval of shopping carts.
• Ability to select multiple packages from a catalogue for install decommissioning of hardware assets triggers that frees up licenses.

Find out more here.