IBM ITSM - ICD, Flexibility to grow as needs change and evolve

The best part of ICD (IBM Control Desk) is different modules, which is tightly integrated to each other though you can use any process to start with and later you can explore the other modules as per  your requirements.

What I would suggest here is to start with Service request or Service catalog. And then later add the other processes like Incident, Problem, change and Asset managements etc as per your business needs and requirements. Below is the screenshots which shows all the processes that can be handled using IBM Control desk - IBM ITSM.  

*IBM Control Desk is used by thousands of clients with millions of end users to manage critical IT Service Management Processes.

*IBM processes certified as ITIL compliant by Pink Elephant, and IBM identified as a Champion in  IT Asset Management Landscape.

Self Service Center for end users 

• Provides an easy way for end users to contact support, search solutions, request services, view status, and manage their own assets.
• increases agent productivity and end user satisfaction

Key features

• Hierarchical navigation 
• Live Chat support
• News Pod
• Request Status Pod
• My Assets Pod

Service Catalog and Service Request Management 

• Requesting standard services from configurable catalogues and offerings
• Self Service capabilities for both IT and none IT functions
• Search for knowledge/solutions/FAQs
• Status updates of requests
• View assets used, and owned
• Interacts with other IBM ICD ITIL processes
• Interaction with Incident and/or Change Management
• SLA interaction

Self Service Center: Internal Enterprise App Store 

• Available through self-service center
• Integrated self service lifecycle for applications
• License management
• Automated deployment to endpoints
• Cost accounting & chargeback

Self Service Center: Live Chat for End Users

• Available out-of-the-box and linked from the self-service center
• Allows end users to chat with a service desk agent directly instead of opening a ticket or calling the Helpdesk.
• Reduce call volume and increase user satisfaction
• Capabilities
• Allows a user to open a chat session directly with an agent
• Allows an agent to accept a chat from a chat queue and respond 
• Chat transcripts are stored in the ticket
• Supports clustering for scalability
• Administrative capabilities
• Manage live chat queues
• Indicate agent availability to accept chat sessions

Users Report Issues through New Service Portal 

A simple button can be easily embedded allowing users to report issues with internal applications.

That's a very Simple UI, where Logged in user's information will be auto captured like his Name, Email-id, Phone number etc. If these information is available in ICD's User's application (In case of no LDAP) but if the system is integrated with LDAP then these information will be picked up from there.