What is ICD - IBM Control Desk, and its features

IBM Control Desk is an industry-leading solution that delivers value as a best-practice-based focal point for managing assets and services, a “face” for IT to end users, and a hub for workflow and integration.

Company Overview

IBM needs no introduction, it’s one of the largest and deep-rooted corporations in the IT industry. The International Business Machines Corporation (IBM). IBM is an American multinational technology and consulting corporations with headquarter in Armonk, New York, United States. The company was founded back in 1911 as the computing tabulating recording company.

Product Overview

IBM Control Desk is a unified IT asset and service management software that provide a common platform for managing the IT Service Support Management set of tools. IBM Control Desk is complaint with ITIL foundation. The solution can be used as on-premise or SaaS (software as service) or VM image.

IBM Control Desk has many features and the following are the key ones:  

• Service request management, Incident, and Problem Management

• Change, configuration, and release management.

• IT asset lifecycle management.

• IBM Control Desk supports all ITIL v3 processes and functionalities out of the box.

• Web-based access - that enables users to access from anywhere.

• Service catalog - helps users solve their own problems.

• Support for service providers.

• Self-service provisioning enables users to provision within an easy to use web interface.

• Monitoring of service, reporting and chargeback service.

• Out of the box from IBM with the right to left support.

• Service Portal on Cloud is a new option offered to IBM Control Desk customers who install the product on premises without additional licensing costs. (Service Portal can be used in On-premises with Linux red hat OS and ICD 7.6.1).