IBM knows what it’s doing, and that’s the reason we chose IBM Control Desk. We’ve achieved an 80 percent reduction in client ticket volumes and a 40 percent improvement in mean-time-to-resolution rates with IBM Control Desk software.
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A whole lot of awesome!
Report an issue
Users can report problems without calling the help desk
Resolve an issue
When the agent views an incident, key information is displayed in the header, allowing a quick assessment of the situation.
Analyze the impact of a change request
The Change Manager can schedule a change and view information about the change, including items that are impacted by the change.
Work with assets
The IT Asset Manager can view information about an asset, including its location on a map.
A closer look
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Service Engage represents one of the most significant and positive changes in IBM’s product strategy we have seen. The ease of use, flexibility and reliability of this platform is a game changer. Late or not, IBM has clearly thrown its best and brightest at this and now must be considered a viable and major force in the SaaS space for service management.
Our old solution was just a ticketing solution and did just the bare minimum when we needed more. Control Desk took our issue tracking capabilities to a whole new level