ITSM system, Control Desk

Our IT Service Management (ITSM system) assesses the functional adaptness and management of IT solutions by delivering service level expectations of customers.

We provide an ITSM solution that manages IT and non-IT assets on the same underlying platform, using IBM Control Desk. This solution is Information Technology Infrastructure Library (ITIL®)-compliant and provides a common control center for logically managing digital and physical assets and enables processes to work at the speed of today’s cloud and virtualized environments.

Our ITSM solution distinction

Provides self-help for users and presents a catalog of services that enable end-users to solve potential problems by themselves.

Reduces incidents, problems, and service failures while effectively handling service requests.

Minimizes business risk, ensures business integrity with documented change management processes and provides control for the entire hardware and software lifecycle.

Helps ensure that environmental change to the provisioning or a machine outage does not impact service level agreements (SLAs)

Delivers support for service providers to help enhance profitability and customer satisfaction

Transparent IT asset lifecycle management to provide inventory management and software license compliance capabilities

Manage all types of services and assets

IT Services & Ops

Automate processing of alerts to events to incidents
Focus support staff on prioritized issues, context
Reduce change related outages
Automate requests

Enterprise Services & Assets

Only IBM manages IT/OTl assets together
Combined management process fixes support disconnects, lowers cost
Apply discipline of ITSM (e.g. Change) to all assets

IT Assets

Reduce Software waste, license costs
Lower compliance, audit risk, increase readiness
Cut SW request handling costs, errors, provisioning time

Cloud Services

Automate and control cloud service requests, approvals, costs
Reduce service catalog proliferation
Autogenerate tickets for issues with cloud services

Simplified user experience

Service Portal UI is designed for users that are not necessarily technical, have "consumerized" expectations and are "on the go"
Includes self-service, catalouge, requests, issue reporting, search, knowledge, chat...
Easily brandable to embed in client environments
Developed with clients using IBM Design Thinking for a seamless user experience
Virtual assistant for guidance

Case study: Mikropis Holding d.o.o.
IBM Control Desk

IBM Control Desk implementation proved itself many times and continues to deliver cost and time savings. It helped with business flexibility, compatibility, and connectivity of IT solutions in the company Mikropis.

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Case Study: Slovenian Ministry of Public Administration

With IBM Control Desk, the ministry gained a central control center for management of business processes for both digital and physical assets, that serve all 16 Slovenian ministries and some other public sector organizations.