IT Service Management

IT service management with IBM Control Desk 

Regardless of a company’s size, IT management becomes increasingly difficult as user numbers grow and more intensive automation mechanisms are required across  infrastructure expansions. Workplace changes including remote working, hot-desking and the use of flexible office spaces further contribute to IT complexity. 

IBM Control Desk (ICD) 

Offering an intuitive self-service interface, the option of automated service management, extensive integration and adaptation possibilities, all in line with best ITIL practices, 
IBM Control Desk (ICD) offers a comprehensive IT service management (ITSM) solution facilitating user support processes while improving infrastructure performance.

Implementation approach

Our quick and efficient implementation of the IBM Control Desk software ensures limited downtime. Vetasi collaborates with organisations using PRINCE2 project management methodology. It involves the organisational structures of the company, its operating procedures, as well as the scope of responsibility and rights of individual employees. By combining the advantages of a solid and dependable solution with our extensive experience, we can undertake any IT Service Management solution implementation.

Speak to our expert:  Bartosz Gancarz enquiries@vetasi.com

IT Service Management Services

IT Service management mobile

Enhancing ITSM systems with the latest mobile solutions  

Vetasi offers two approaches to enhance ITSM systems with the latest mobile solutions:

  • Native IBM Control Desk Mobile App
  • Tailor-made applications

IBM Control Desk Mobile App

With the IBM Control Desk mobile app, customer service agents, field agents and managers/approvers no longer need to be at their computers to process requests. Supporting the Control Desk desktop portal, the app offers the necessary functionality users need to work on the run.

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IBM Control Desk Platform

A single interface for all software functions 

IBM Control Desk software is built on an integrated platform, which ensures a single source of the truth by providing data consistency and a common interface across all software functions. This results in out of the box integration, supporting easy administration and configuration of the work management processes, database, workflow, user interface and security. 

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Service portal for end users

Additional user interface with simplified design 

Service Portal is a streamlined application for end-users of the ICD system. It offers an additional user interface, designed to address the requirements of users searching the knowledge base, reporting problems and submitting service requests. The simplified and intuitive design allows users to access the most important system functionalities. In addition, the application provides a built-in chat between the user needing help and an IT specialist.

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System personalisation

Adapted to individual requirements  

On implementation, we perform client-specific configuration and integration to other core customer systems. The ICD platform enables the use of various configurations and customisation tools allowing for personalised solutions unique to customers specific requirements. 

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Support & Training

Our customers benefit from our constant technical support. A specialized service department is available to deal with customer service and troubleshooting.

As part of the support, we offer: telephone support and access to experienced consultants, updates and fixes of the ICD system, troubleshooting related to the ICD system.

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Predefined Processes

A solid base for product adaption 

The IBM Control Desk system is delivered with predefined processes, based on ITIL best practices. Compliance with ITIL v3 2011 is certified by PinkVERIFY.

The Vetasi Accelerator configuration package is based on implementation best practices and includes pre-configured work-management processes and pre-defined user groups, user roles, notifications, actions and even sample directory requests. Our Accelerator can serve as a solid baseline to ensure low-risk quick time to value during implementation.  

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