Service Desk

Empower your users, reduce service management costs and increase satisfaction through user friendly self-service and integrated automation.

IT Service Management product screenshot

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New IBM Control Desk Release! Check out the sleek new User Interface and integrations that will make your life easier.
Info-Tech report names IBM Control Desk champion in the Enterprise Service Desk market.

Features Galore

Bringing our "A" game!

Reduce Help Desk Calls

A self-service catalog helps users solve their own problems and provides an intuitive self-help portal and a complete service catalog. An Enterprise Apps Store capability that allows users to select and deploy applications directly to their devices.

Improve First Call Resolution Rate

Sophisticated automation process tools through both self-service and technician initiated actions allow repeatable solutions to be run for service desk users.

Reduce Incident and Request Response Times

Reduce Business Risk by using advanced impact analysis and defining automated change procedures that ensure integrity of existing infrastructure while supporting business agility and improving service delivery.

A closer look

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Reviews

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What our Customers are Saying

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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.

Jaideep Chatterjee

Director for AVM Center of Excellence

Cognizant Technologies

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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.

Ira Horowitz

VP of Sales

Trianz

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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

Derek Crosson

Helpdesk Supervisor

Biomet

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